Strategic Enterprise Customer Success Manager

ServiceNow; Santa Clara (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

ServiceNow is seeking an experienced Customer Success Manager to drive value for our initial customers and help them achieve transformational outcomes. You will partner with executive sponsors, translate business needs into solutions, and evolve onboarding strategies to accelerate adoption and growth.

You will collaborate cross-functionally, gather feedback, and communicate roadmap changes strategically to stakeholders, ensuring ongoing customer success and retention across large enterprise

Qualifications

• 5+ years of account management, implementation, or sales experience in software/SaaS.
• Experience explaining technical solutions, establishing goals, developing opportunities, building + selling business cases, and improving customer experience.
• Experience supporting deployments with large enterprise customers.
• Process focused with strong problem-solving ability - always searching for a smarter, better way to achieve a goal.
• You have experience building strong internal and external relationships, including with senior-level executives throughout companies.

Responsibilities

• You partner with our initial customers to drive product value.
• You develop trusted advisor relationships with executive sponsors to ensure they are achieving full business value.
• You partner cross-functionally to translate business needs and product requirements into new solutions for customers.
• You will evolve and iterate on our customer onboarding strategy.
• You work with internal teams and customers to drive adoption, engagement and growth.
• You will adapt quickly to product changes and limitations, and communicate these strategically to stakeholders.
• You will act as the voice of the customer, gathering customer feedback and helping share the product roadmap.

Skills

Account management

Sales experience

Explain technical solutions

Executive relationships

Customer deployments

Problem solving

Diplomacy under pressure

Job description

ServiceNow is seeking an experienced Customer Success Manager to drive value for our initial customers and help them achieve transformational outcomes. You will partner with executive sponsors, translate business needs into solutions, and evolve onboarding strategies to accelerate adoption and growth.

You will collaborate cross-functionally, gather feedback, and communicate roadmap changes strategically to stakeholders, ensuring ongoing customer success and retention across large enterprise