Senior Banking Customer Success Leader: Adoption and Value

ServiceNow; Virginia; Vor Ort; USD 114.000 - 199.000; Vollzeit

Benefits dieser Stelle

Equity

401(k) with company match

ESPP

Matching donations

Flexible time away

Family leave

Zusammenfassung

ServiceNow is seeking a Senior Customer Success Manager — Banking in Virginia to lead a portfolio of financial institution customers. You will align platform capabilities with regulatory and transformation priorities, guiding adoption and measurable outcomes across multi-year programs.

You will coordinate cross-functional teams, conduct executive business reviews, and advocate for customers to maximize value from their ServiceNow investment.

Qualifikationen

• 5+ years of success in Customer Success or a consultative technology role, driving measurable gains in adoption, value realization, satisfaction, and retention.
• Proven ability to turn ambitious customer goals into actionable success plans, adoption roadmaps, governance, and measurable outcomes.
• SaaS or IT expertise, with the ability to translate ServiceNow or comparable enterprise platform capabilities into clear business value.
• A strong record of guiding large enterprise customers and earning credibility with senior and C-level stakeholders.
• Executive presence and exceptional communication, facilitation, analytical, and problem-solving skills.
• Ability to mobilize cross-functional teams, navigate complexity, and deliver results across multiple customers and priorities.
• Knowledge of AI tools, governance, privacy, model risk, and responsible use in regulated environments; ServiceNow experience and credentials are a plus.

Aufgaben

• Manage a portfolio of banking customers, building trusted relationships from practitioner to C-level and aligning ServiceNow solutions to multi-year transformation goals and measurable business outcomes.
• Develop and manage Customer Impact Plans that align ServiceNow capabilities, Impact entitlements, adoption priorities, key performance indicators, and transformation roadmaps.
• Apply banking industry knowledge to help customers address operational resilience, regulatory compliance, risk, cybersecurity, customer and employee experience, technology modernization, and responsible AI adoption.
• Drive adoption and self-sufficiency by coaching customers on the ServiceNow Platform, governance, and best practices to strengthen their internal capabilities.
• Lead governance meetings, workshops, executive business reviews, and on-site sessions that advance customer priorities and demonstrate value.
• Monitor customer health, anticipate and mitigate risk before renewal, and mobilize cross-functional teams to resolve critical issues and escalations.
• Orchestrate ServiceNow teams and strategic partners, including Product, and Support, to align commitments, and delivery to influence long-term account strategy.
• Advocate for customers by communicating feedback, patterns, and industry needs while managing competing priorities with clear documentation and consistent follow-through.

Kenntnisse

Customer Success

Executive presence

Cross-functional leadership

SaaS expertise

C-level engagement

Analytics & problem solving

AI governance knowledge

Jobbeschreibung

ServiceNow is seeking a Senior Customer Success Manager — Banking in Virginia to lead a portfolio of financial institution customers. You will align platform capabilities with regulatory and transformation priorities, guiding adoption and measurable outcomes across multi-year programs.

You will coordinate cross-functional teams, conduct executive business reviews, and advocate for customers to maximize value from their ServiceNow investment.