Mid-Market CSM — AI-Driven Adoption (Remote)

ServiceNow; San Diego (CA); Remote; USD 110,000 - 150,000; Full time

Job summary

ServiceNow is seeking a Customer Success Manager for the Mid Market portfolio who will advocate for customers, drive adoption, and ensure value realization from ServiceNow products through prescriptive guidance. You will manage a portfolio across North America and Canada with flexible or remote work arrangements.

You will align customer outcomes with best practices, work with cross-functional teams to expand usage, and help customers achieve their business goals while maintaining strong

Qualifications

• Experience leveraging or thinking about how to integrate AI into work processes (using AI-powered tools, automating workflows, analyzing AI-driven insights)
• 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

Customer success

Cross-functional collaboration

Independent service delivery

Problem solving

Job description

ServiceNow is seeking a Customer Success Manager for the Mid Market portfolio who will advocate for customers, drive adoption, and ensure value realization from ServiceNow products through prescriptive guidance. You will manage a portfolio across North America and Canada with flexible or remote work arrangements.

You will align customer outcomes with best practices, work with cross-functional teams to expand usage, and help customers achieve their business goals while maintaining strong