Senior Customer Success Manager (Enterprise)

ServiceNow; Santa Clara (CA); On-site; USD 110,000 - 170,000; Full time

Benefits offered by this job

Generous family leave

Matched donations

Annual learning stipends

Flexible PTO

Competitive retirement plan

Paid volunteer time

Job summary

ServiceNow is seeking a Customer Success Manager in Santa Clara to advocate for customers and oversee a portfolio, driving business outcomes and broader adoption of ServiceNow products.

You will bring best practices, guide cross-functional teams, ensure health and latest versions, and develop new use cases while maximizing value from the investment.

Qualifications

• Minimum 7 years of related work experience or equivalent
• Creativity with comfort running projects independently
• Improve complex issues through analysis and resolution
• Succeed in working collaboratively
• ServiceNow certifications
• Experience integrating AI into work processes or decision-making

Responsibilities

• Act as advocate for customers and oversee a portfolio to help them achieve business outcomes
• Bring ServiceNow’s best practices and capabilities to help customers achieve goals
• Oversee engagement and outcomes for customers in your portfolio
• Ensure customers are technically healthy and on the latest version of our product
• Leverage existing Success Plays and contribute to new ones
• Work with customers to create new use cases and success stories
• Ensure customers obtain maximum value from their ServiceNow investment
• Guide other ServiceNow teams to address customer issues
• Oversee projects identified by leaders
• Resolve escalated client issues quickly using cross-functional resources

Skills

Portfolio management

Customer advocacy

AI integration

Project leadership

Collaboration

ServiceNow certs

Job description

• The role of the Customer Success Manager is to act as an advocate for our customers.You will oversee a portfolio of customers to help them achieve business outcomes and foster greater adoption and usage of the ServiceNow products they have purchased through prescriptive guidance
• You will bring ServiceNow’s best practices, innovations, and capabilities to help customers achieve their goals
• You will oversee the engagement and outcomes for customers in your portfolio
• Ensure customers are technically healthy and on the most recent version of our product
• Leverage existing Success Plays to assist customers, but also assist new Success Plays
• Work with customers to create new use case/success stories
• Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses
• Guide other ServiceNow teams to address customer issues
• Oversee projects identified by leaders
• Ensure any escalated clients are resolved quickly, using resources from across the company ecosystem

Benefits

• Generous family leave
• Matched donations
• Annual learning stipends
• Flexible PTO
• Competitive retirement plan
• Paid volunteer time

• Minimum 7 years of related work experience; OR equivalent work experience
• Creativity with comfort running projects independently
• Improve complex issues through analysis and resolution
• Succeed in working collaboratively
• ServiceNow certifications
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry