Full-Time Customer Success Manager

What you get to do in this role:The Customer Success Manager role advocates for customers. You'll oversee a customer portfolio, guiding them to achieve business outcomes and increase ServiceNow product usage. You'll bring ServiceNow's best practices and innovations to help customers succeed.

Responsibilities:

• Oversee customer outcomes, understanding individual customer needs and challenges.
• Ensure technical health and product updates for customers.
• Identify criteria for customer assistance using Success Plays in the Success Platform.
• Promote ServiceNow customer success stories and processes.
• Maximize customer value from ServiceNow investments and usage.
• Collaborate with ServiceNow teams to enhance product adoption and footprint.
• Quickly resolve escalated client issues with resources from across the company.

Qualifications:

• Experience: 5+ years in customer professional services or related business support. Experience leveraging AI in work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's impact on the function or industry.
• Clearance: TS/SCI clearance highly preferred (but not required).
• Experience: Federal or DOD industry experience.
• Skills: Ability to provide independent, comprehensive services. Experience resolving issues through analysis. Experience working collaboratively.
• Accreditations: ServiceNow accreditations or certifications a plus.

Compensation:

Compensation based on location ($97,000-$120,000 base + equity/incentives/benefits).

Additional Notes:

Inclusion and diverse backgrounds are welcomed; unique experiences are valued.

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