Senior Customer Success Manager, Enterprise - Moveworks

ServiceNow

California (MO)

On-site

USD 114,000 - 199,000

Full time

14 days+

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Benefits offered by this job

Health plans

401(k) match

ESPP

Matching donations

Flexible time away plan

Family leave programs

Job summary

Moveworks, now part of ServiceNow, is seeking a Customer Success leader to manage a portfolio of 25+ mid-market enterprise customers. You will guide go-live to value, act as a trusted advisor to executives, and drive adoption of Moveworks AI across ServiceNow workflows.

You will translate business needs into actionable AI-enabled solutions, track success metrics, and help secure renewals by continually delivering measurable impact for large organizations.

Qualifications

5+ years in Customer Success, Account Management, Implementation or Consulting within SaaS.
Experience supporting medium to large enterprise customers and navigating complex stakeholder environments.
Ability to explain technical and AI-driven solutions in business terms.
Familiarity with workflow platforms, ITSM, HR systems, or enterprise automation (ServiceNow experience a plus).

Responsibilities

Own and grow a portfolio of 25+ mid market enterprise customers, guiding them from go live to value realization.
Serve as trusted advisor to executive sponsors, aligning AI-driven solutions to strategic outcomes.
Drive adoption, engagement, and expansion of Moveworks AI Assistant across ServiceNow workflows.
Translate customer needs into actionable solutions, influencing roadmap and product evolution.
Identify, quantify, and track customer success metrics tied to efficiency, cost savings, and employee experience.
Proactively manage risks, expectations, and change to ensure successful navigation of complex environments.
Act as the voice of the customer internally, sharing insights and success stories.
Support renewal and expansion motions by demonstrating ongoing value and business impact.

Skills

Customer Success

Enterprise experience

Explain AI solutions

Workflow platforms familiarity

Executive relationships

Change management

Adaptability

Bachelor’s degree

Travel willingness

Education

Bachelor’s degree or equivalent

Tools

ServiceNow experience

Job description

Moveworks is the Agentic AI Assistant platform that empowers the entire workforce.

Our platform enables employees to converse with all of their business systems through natural language to quickly find answers and automate tasks. Powered by the world's most advanced LLMs, our proprietary models, and a sophisticated Agentic AI platform, we're transforming how work gets done by allowing AI to take initiative, streamline complex workflows, and continuously learn and adapt.

Moveworks is trusted by over 5.5 million employees at more than 350 of the world’s largest companies, including 10% of the Fortune 500, to automate everyday tasks and streamline business operations. Recognized on the Forbes Cloud 100 and AI 50 lists, Moveworks was also named one of Fast Company’s 2025 Most Innovative Companies and Inc’s Best in Business, in the Best in Innovation category. Moveworks was also recognized at Microsoft’s 2025 Partner of the Year and in 2024, received the AI Breakthrough Award.

In December 2025, Moveworks was acquired by ServiceNow, marking a pivotal milestone in our journey to create a single front door to work for all business systems. By combining ServiceNow’s standard-setting workflow automation with Moveworks’ Reasoning Engine and natural language capabilities, we deliver the AI platform for every person and every workflow. Built to go beyond basic summaries to deliver meaningful business impact. Together, our AI acts across enterprise systems to turn conversations into completed work.

By joining our team, you’ll be at the forefront of the AI transformation, backed by the global scale of ServiceNow and the agility of a high-growth company. We are looking for world-class talent to help us extend agentic AI to every employee across every corner of the business.

Come join us!

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

What you get to do in this role:

Own and grow a portfolio of 25or more mid market enterprise customers, guiding them from go live through long-term value realization
Serve as a trusted advisor to executive sponsors, aligning AI-driven solutions to strategic business outcomes
Drive adoption, engagement, and expansion of the Moveworks AI Assistant across ServiceNow workflows
Translate customer business needs into actionable solutions, influencing roadmap and product evolution
Identify, quantify, and track customer success metrics tied to efficiency, cost savings, and employee experience
Proactively manage risks, expectations, and change, ensuring customers successfully navigate complex environments
Act as the voice of the customer internally, sharing insights, feedback, and success stories
Support renewal and expansion motions by demonstrating ongoing value and business impact

To be successful in this role you have:

5+ years of experience in Customer Success, Account Management, Implementation, or Consulting within SaaS
Experience supporting medium to large enterprise customers and navigating complex stakeholder environments
Strong ability to explain technical and AI-driven solutions in clear, business-oriented terms
Familiarity with workflow platforms, ITSM, HR systems, or enterprise automation (ServiceNow experience a plus)
Proven ability to build executive relationships and influence outcomes at multiple levels
Process-oriented mindset with strong problem-solving and change management skills
Comfortable operating in fast-moving, evolving product environments
Bachelor’s degree or equivalent practical experience
Willingness to travel approximately 10–25%

Why This Role Matters:

This is not a traditional Customer Success role. You are helping define how AI shows up in everyday work, turning complexity into clarity for millions of employees. Together, Moveworks and ServiceNow are shaping the future of enterprise productivity, and this role is on the front lines of that transformation.

FD21

For positions in this location, we offer a base pay of $113,700 - $199,000, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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