Remote AI-Driven Customer Success Manager

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

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.