Full-Time Customer Success Manager - HCLS

Role Overview: The Customer Success Manager (CSM) is the primary point of contact for all matters related to Impact features and benefits. They drive customer interactions and ensure the Impact Team meets timelines and deliverables. The CSM owns the Customer Impact Plan, overseeing delivery of Impact packages and driving customer action.

Job Responsibilities:

• Oversee customer outcomes engagement and understand customer needs and challenges.
• Ensure customers are technically healthy and on the latest product version.
• Identify criteria for assisting customers using Success Plays.
• Promote ServiceNow customer success stories.
• Ensure customers obtain maximum value from their ServiceNow investment.
• Work with ServiceNow teams to improve product adoption and increase footprint.
• Resolve escalated client issues quickly.
• Act as a customer advocate within the company.
• Build and maintain strong customer relationships.
• Oversee a diverse customer portfolio and ensure execution of structured deliverables.
• Ensure onboarding completion and focus on success planning.
• Drive recommendations based on Customer goals across ServiceNow’s success offering.
• Identify internal teams to help drive ultimate customer success.
• Evaluate customer maturity level and address roadblocks to adoption.
• Conduct effective customer interactions, including kick off calls and check-ins.
• Support high level customer advocacy by promoting success stories and use cases.

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI.
• 3+ years of experience providing customer professional services or related business support
• Ability to provide independent comprehensive services
• Experience resolving issues through analysis
• ServiceNow accreditations or certifications a plus.

• Strategic technology industry knowledge
• Familiarity with digital transformation or project management
• Comfortable with learning and explaining technical products or services
• Ability to manage multiple customers and priorities simultaneously
• Works well in a collaborative team environment, partnering with sales, product, and support teams
• Applies AI tools to streamline workflows and generate insights.

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