Full-Time Customer Success Manager- HCLS

• Oversee the customer outcomes engagement for customers.
• Ensure customers are technically healthy.
• Identify criteria for assisting your customers by using Success Plays.
• Promote ServiceNow customer success stories and processes.
• Ensure that customers obtain the maximum value from their ServiceNow investment.
• Work with ServiceNow teams to improve product adoption.
• Ensure any escalated client issues are resolved quickly.
• Act as a customer advocate within the company.
• Build and maintain strong relationships with customers.
• Oversee a diverse customer portfolio and ensure execution of structured deliverables.
• Ensure onboarding completion via CS Guide team.
• Drive recommendations and next steps based on Customer goals.
• Evaluate customer maturity level, and any existing blockers to their adoption.
• Conduct effective customer interactions.
• Support high level customer advocacy by promoting success stories and use cases.

Experience in leveraging or critically thinking about how to integrate AI into work processes. 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, generate insights, and support strategic initiatives under guidance. Understands core AI concepts, ethical considerations, and platform capabilities, and can explain their application in customer contexts with support.