Full-Time Customer Success Manager - Retail & Hospitality

Role Overview: The Customer Success Manager (CSM) is the primary point of contact for Impact features and benefits, driving customer interactions and ensuring the Impact Team meets the timelines in the Customer Impact Plan.

The CSM owns the Customer Impact Plan, overseeing delivery of Impact packages and driving customer action through an understanding of adoption metrics and alignment to customer KPIs and business goals. They are also responsible for managing critical risks and mitigation strategies, conducting periodic Customer Business reviews.

Ultimately, CSMs aim to ensure customers achieve their desired outcomes and foster a strong relationship to enhance customer satisfaction and retention.

Job Responsibilities:

• Oversee customer outcomes engagement, understanding each customer's needs and challenges.
• Ensure customers are technically healthy and on the most recent version of our product.
• Identify criteria for assisting customers by using Success Plays in the Success Platform.
• Promote ServiceNow customer success stories and processes.
• Ensure customers obtain the maximum value from their ServiceNow investment and use their licenses.
• Work with ServiceNow teams to improve product adoption and increase footprint.
• 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 and focus on success planning.
• Drive recommendations and next steps based on Customer goals.
• Effective at identifying 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, check-ins, and lead period reviews.
• 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, decision-making, or problem-solving.

To be successful in this role you have:

• 5+ 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 and retail/hospitality 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.

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