Enterprise Customer Success Lead (SaaS AI)

ServiceNow; Massachusetts; On-site; USD 89,000 - 133,000; Full time

Benefits offered by this job

Health plans

401(k) with company match

ESPP

Matching donations

Flexible time away plan

Family leave programs

Job summary

ServiceNow is seeking a customer-focused professional in Massachusetts to drive value with our initial customers and translate business needs into innovative solutions. You will build trusted executive sponsorships, guide cross-functional teams, and shape onboarding to maximize adoption and growth across large enterprise accounts.

The role requires 5+ years in software/SaaS, strong communication of complex solutions, and a proactive, collaborative mindset.

Qualifications

• 5+ years of account management, implementation, or sales experience in software/SaaS.
• Experience explaining technical solutions, establishing goals, developing opportunities, building and selling business cases, and improving customer experience.
• Experience supporting deployments with large enterprise customers.
• Process-focused with strong problem-solving ability.

Responsibilities

• You partner with our initial customers to drive product value.
• You develop trusted advisor relationships with executive sponsors to ensure they are achieving full business value.
• You partner cross-functionally to translate business needs and product requirements into new solutions for customers.
• You evolve and iterate on our customer onboarding strategy.
• You work with internal teams and customers to drive adoption, engagement and growth.
• You help customers identify, quantify, and work toward transformational goals in partnership with Moveworks.
• You adapt quickly to product changes and communicate these strategically to stakeholders.
• You act as the voice of the customer, gathering feedback and sharing the product roadmap.

Skills

Account management

Implementation

Sales experience

Software/SaaS

Executive relationships

Education

Bachelor’s degree

Job description

ServiceNow is seeking a customer-focused professional in Massachusetts to drive value with our initial customers and translate business needs into innovative solutions. You will build trusted executive sponsorships, guide cross-functional teams, and shape onboarding to maximize adoption and growth across large enterprise accounts.

The role requires 5+ years in software/SaaS, strong communication of complex solutions, and a proactive, collaborative mindset.