Full-Time Sr Customer Success Manager

• The Sr 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 that the Impact Team meets the timelines and deliverables outlined in the Customer Impact Plan.
• The Sr CSM owns the Customer Impact Plan, overseeing delivery of Impact packages and drives customer action through an understanding of adoption metrics and aligns to customer KPIs and business goals.
• They are also responsible for managing critical risks and mitigation strategies, conducting periodic Customer Business reviews with the customer to provide updates, refine the Impact Plan and report on adoption.
• Sr CSMs aim to ensure customers achieve their desired outcomes and foster a strong relationship to enhance customer satisfaction and retention.

• Oversee the engagement and outcomes for customers in your portfolio
• Ensure customers are technically healthy and on the most recent version of our product
• Leverage existing Success Plays to assist customers, but also assist new Success Plays
• Work with customers to create new use case/success stories
• Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses
• Guide other ServiceNow teams to address customer issues
• Oversee projects identified by leaders
• Ensure any escalated clients are resolved quickly, using resources from across the company ecosystem
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.

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