Senior Enterprise CSM - Remote AI & Adoption Leader

ServiceNow; San Diego (CA); À distance; USD 120 000 - 180 000; Plein temps

Résumé du poste

ServiceNow seeks a Sr. Customer Success Manager - Enterprise to oversee a portfolio of customers across North America and Canada, driving business outcomes and adoption of ServiceNow products.

The role emphasizes leadership, strategic guidance, and collaboration with cross-functional teams in a flexible or remote work environment. You will engage with customers to ensure technical health, implement prescriptive Success Plays, and develop new use cases that maximize value from their investment.

Qualifications

• 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.
• 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

Responsabilités

• 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

Connaissances

Experience in customer success

AI in workflows

Independent project leadership

Analytical problem solving

Collaborative work

ServiceNow certifications

7+ years experience

Description du poste

ServiceNow seeks a Sr. Customer Success Manager - Enterprise to oversee a portfolio of customers across North America and Canada, driving business outcomes and adoption of ServiceNow products.

The role emphasizes leadership, strategic guidance, and collaboration with cross-functional teams in a flexible or remote work environment. You will engage with customers to ensure technical health, implement prescriptive Success Plays, and develop new use cases that maximize value from their investment.