Senior Banking Customer Success Leader, AI-Driven Growth

ServiceNow; Georgia; Hybrid; USD 120,000 - 150,000; Full time

Job summary

ServiceNow is seeking a Senior Customer Success Manager — Banking to orchestrate customer success for a portfolio of banking clients. You will align ServiceNow Impact capabilities with customer transformation priorities, coordinate cross-functional teams, and drive measurable outcomes that maximize the platform value.

You will own Customer Impact Plans, advocate for customers, and lead executive business reviews to ensure ongoing value realization, adoption, and satisfaction across multi-year

Qualifications

• 5+ years in Customer Success or consultative tech role, delivering adoption and retention.
• Proven ability to guide large enterprise customers and engage with C-level stakeholders.
• SaaS/IT expertise and ability to translate platform capabilities into business value.
• Strong executive communication, facilitation, analytical, and problem-solving skills.

Responsibilities

• Manage a portfolio of banking customers and align outcomes with transformation goals.
• Develop and manage Customer Impact Plans linking capabilities, entitlements, and KPIs.
• Apply banking industry knowledge to address resilience, regulatory, risk, and modernization.
• Coach customers on the ServiceNow Platform to grow adoption and internal capability.
• Lead governance meetings, executive reviews, and on-site sessions to drive value.
• Monitor health, mitigate renewal risk, and mobilize cross-functional teams.

Skills

Executive presence

Communication

Analytical skills

Problem solving

Cross-functional leadership

ServiceNow experience

Tools

ServiceNow

Job description

ServiceNow is seeking a Senior Customer Success Manager — Banking to orchestrate customer success for a portfolio of banking clients. You will align ServiceNow Impact capabilities with customer transformation priorities, coordinate cross-functional teams, and drive measurable outcomes that maximize the platform value.

You will own Customer Impact Plans, advocate for customers, and lead executive business reviews to ensure ongoing value realization, adoption, and satisfaction across multi-year