Remote Mid-Market Customer Success Lead (AI-Powered)

ServiceNow; San Diego (CA); Remote; USD 110,000 - 170,000; Full time

Job summary

ServiceNow is seeking a Customer Success Manager for Mid Market to help customers achieve business outcomes and maximize value from their ServiceNow investments across North America. You will advocate for customers, drive adoption, and guide prescriptive usage of our platform with a focus on AI-enabled workflows.

You will manage a portfolio of Mid Market customers, ensure technical health, facilitate successful outcomes, and collaborate with cross‑functional teams to resolve issues and expand

Qualifications

• 5+ years of experience providing customer professional services or related business support.
• Experience integrating AI into work processes or using AI-powered tools.
• 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 in CS

Customer success

Independent service delivery

Issue resolution

Collaborative work

ServiceNow certifications a plus

Job description

ServiceNow is seeking a Customer Success Manager for Mid Market to help customers achieve business outcomes and maximize value from their ServiceNow investments across North America. You will advocate for customers, drive adoption, and guide prescriptive usage of our platform with a focus on AI-enabled workflows.

You will manage a portfolio of Mid Market customers, ensure technical health, facilitate successful outcomes, and collaborate with cross‑functional teams to resolve issues and expand