Hybrid CSM: Adoption & Growth

ServiceNow, Inc.; Addison (TX); On-site; USD 70,000 - 110,000; Full time

Job summary

ServiceNow, Inc. is seeking an Associate Customer Success Manager to lead delivery of Impact packages and coordinate with Customer Success, Sales, Product, and Support to drive customer outcomes.

You will manage adoption metrics, conduct quarterly business reviews, and nurture strong customer relationships to improve retention and value realization. This role requires 3+ years in customer success or SaaS and requires in-office work two days per week.

Qualifications

• 3+ years of related work experience in Customer Success, Project Management, Business Admin, or SaaS.
• Ability to take full ownership of customer portfolio and drive outcomes.
• Strong influencing conversations with stakeholders and leadership.
• Ability to facilitate discussions and navigate objections.
• Data-driven decisions to optimize customer value.
• Cross-functional collaboration with Sales, Product and Support.
• Willingness to be in-office 2 days per week; sponsorship not available.

Responsibilities

• Oversee a diverse customer portfolio and ensure execution of structured deliverables, moving them along their Success Path by linking customer’s business objectives, capabilities and success metrics.
• Ensure onboarding completion via CS Guide team, focusing on success planning through predefined process for a smooth transition.
• Drive recommendations and next steps based on Customer goals across ServiceNow’s success offering.
• Identify internal teams to drive customer success, e.g., Sales, Product, Support to resolve issues and mitigate risks.
• Evaluate customer maturity level and blockers to adoption, addressing roadblocks with appropriate recommendations.
• Conduct customer interactions: kickoff calls, check-ins to align platform usage with best practices and track success metrics.
• Support high-level customer advocacy by promoting success stories and use cases.

Skills

Customer Success

Project Management

Business Administration

SaaS

Stakeholder Communication

Job description

ServiceNow, Inc. is seeking an Associate Customer Success Manager to lead delivery of Impact packages and coordinate with Customer Success, Sales, Product, and Support to drive customer outcomes.

You will manage adoption metrics, conduct quarterly business reviews, and nurture strong customer relationships to improve retention and value realization. This role requires 3+ years in customer success or SaaS and requires in-office work two days per week.