Full-Time Sr Customer Success Manager

• The Senior Customer Success Manager (CSM) oversees a portfolio of customers to help them achieve business outcomes.
• They foster greater adoption and usage of ServiceNow products.
• The Senior CSM owns the Customer Impact Plan, overseeing delivery of Impact packages.
• They drive customer action through adoption metrics aligned to customer KPIs and business goals.
• They manage critical risks and mitigation strategies.
• Conduct periodic Customer Business reviews.

• 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, and 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.

• Experience in leveraging or critically thinking about how to integrate AI.
• Minimum 7 years of related work experience.
• Creativity with comfort running projects independently.
• Improve complex issues through analysis and resolution.
• Succeed in working collaboratively.
• ServiceNow accreditations or certifications a plus.
• Ability to provide independent comprehensive services.
• Experience resolving issues through analysis.
• Strategic technology industry knowledge.
• Comfortable with learning and explaining technical products or services.
• Ability to manage multiple customers and priorities simultaneously.

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