Federal Senior Customer Success Manager – Growth & Adoption

ServiceNow; Washington; Hybrid; USD 114,000 - 175,000; Full time

Benefits offered by this job

Health plans

401(k) Plan with company match

ESPP

Matching donations

Flexible time away

Family leave programs

Job summary

ServiceNow seeks a Senior Customer Success Manager - Federal in the DC area. The role focuses on driving product value for initial federal customers, building trusted executive relationships, and translating business needs into new solutions with cross-functional teams.

You will drive onboarding, adoption, and growth, while guiding customers toward transformational goals in partnership with Moveworks. Expect remote-friendly work, travel 10–25%, and a competitive compensation package.

Qualifications

• 5+ years of account management, implementation, or sales experience in software/SaaS.
• Manage a portfolio of U.S. Federal Government customers as trusted advisor throughout the lifecycle.
• Experience explaining technical solutions, building business cases, and improving customer experience.
• Experience supporting deployments with large enterprise customers.
• Willingness to travel 10-25%.

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 will help customers identify, quantify, and work toward transformational goals in partnership with Moveworks
• You will adapt quickly to product changes and limitations, and communicate these strategically to stakeholders
• You will act as the voice of the customer, gathering customer feedback and helping share the product roadmap

Skills

Account management

Implementation

Sales experience

Federal government experience

Executive stakeholder management

Education

Bachelor's degree

Job description

ServiceNow seeks a Senior Customer Success Manager - Federal in the DC area. The role focuses on driving product value for initial federal customers, building trusted executive relationships, and translating business needs into new solutions with cross-functional teams.

You will drive onboarding, adoption, and growth, while guiding customers toward transformational goals in partnership with Moveworks. Expect remote-friendly work, travel 10–25%, and a competitive compensation package.