Customer Success Manager, Mid Market - Moveworks

ServiceNow; United States; Hybrid; USD 90,000 - 150,000; Full time

Job summary

ServiceNow is seeking a Customer Success Manager to advocate for customers, oversee outcomes, and drive adoption of ServiceNow products through prescriptive guidance. You’ll bring best practices, innovations, and capabilities to help customers achieve their business goals.

You will ensure customers remain healthy, leverage Success Plays, and collaborate with cross‑functional teams to maximize value from their license, while resolving escalated issues swiftly in a distributed world of work.

Qualifications

• Experience leveraging or critically thinking about how to integrate AI into work processes, decision‑making, or problem‑solving.
• 5+ years of experience providing customer professional services or related business support.
• Ability to provide independent comprehensive services.
• Experience resolving issues through analysis.
• Experience in working collaboratively.
• ServiceNow accreditations or certifications a plus.

Responsibilities

• Oversee the customer outcomes engagement for customers in your portfolio, understanding each customer's needs and challenges.
• Ensure customers are technically healthy and on the most recent version of our product.
• Identify criteria for assisting your customers by using Success Plays in the Success Platform.
• Promote ServiceNow customer success stories and processes.
• Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses.
• Work with ServiceNow teams to improve product adoption and increased footprint.
• Ensure any escalated client issues are resolved quickly, using resources from across the company ecosystem.

Skills

AI integration

Independent service delivery

Analytical problem solving

Collaborative work

ServiceNow certifications

Tools

ServiceNow platform

Job description

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

The role of the Customer Success Manager is to act as an advocate for our customers. You will oversee a portfolio of customers to help them achieve business outcomes and foster greater adoption and usage of the ServiceNow products they have purchased through prescriptive guidance. You will bring ServiceNow's best practices, innovations, and capabilities to help customers achieve their goals.

• - Oversee the customer outcomes engagement for customers in your portfolio, understanding each customer's needs and challenges
• - Ensure customers are technically healthy and on the most recent version of our product
• - Identify criteria for assisting your customers by using Success Plays in the Success Platform
• - Promote ServiceNow customer success stories and processes
• - Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses
• - Work with ServiceNow teams to improve product adoption and increased footprint
• - Ensure any escalated client issues are resolved quickly, using resources from across the company ecosystem

Qualifications

• - Experience in leveraging or critically thinking about how to integrate AI into work processes, decision‑making, or problem‑solving. This may include using AI‑powered tools, automating workflows, analyzing AI‑driven insights, or exploring AI's potential impact on the function or industry.
• - 5+ years of experience providing customer professional services or related business support
• - Ability to provide independent comprehensive services
• - Experience resolving issues through analysis
• - Experience in working collaboratively
• - ServiceNow accreditations or certifications a plus

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third‑party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [e-mail] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.