Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
What you get to do in this role:
The Customer Success Manager (CSM) is the primary point of contact / orchestration lead for all matters related to Impact features and benefits depending on the customer's Impact package). They drive customer interactions and ensure that the Impact Team meets the timelines and deliverables outlined in the Customer Impact Plan, which defines the key initiatives to help the customer achieve their agreed-upon business outcomes.
The CSM owns the Customer Impact Plan, overseeing delivery of Impact packages and drive 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.
The CSM aims to ensure customers achieve their desired outcomes and foster a strong relationship to enhance customer satisfaction and retention.
Responsibilities:
- Oversee a diverse customer portfolio and ensure execution of structured deliverables, moving them along their Success Path by linking customer’s business objectives, capabilities and success metrics
- Ensure onboarding completion via CS Guide team, and focus on success planning through predefined process, ensuring a smooth transition for new customers
- Drive recommendations and next steps based on Customer goals across ServiceNow’s success offering
- Effective at identifying internal teams to help drive ultimate customer success, such as with Sales, Product and Support teams to resolve issues and mitigate risks
- Evaluate customer maturity level, and any existing blockers to their adoption, addressing roadblocks with customers and giving appropriate recommendation to improve adoption and business value
- Conduct effective customer interactions including i) kick off calls to review deliverables, timelines and expected outcomes (gaining insight into customer business challenges and needs and agreeing upon path to success), and ii) check-ins to ensure platform usage aligns with best practice and lead period reviews to track success metrics alongside Customer Impact Plan (CIP)
- Support high level customer advocacy by promoting success stories and use cases
Qualifications
To be successful in this role you have:
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
- 3+ Years of related work experience; Customer Success, Project Management, Business Admin, and/or SaaS.
- Ability to take full ownership of customer portfolio, act with autonomy, and make key decisions to drive effective customer outcomes.
- Ability to drive effective and influential conversations with various stakeholders and leadership levels.
- Ability to facilitate discussions and navigate customers' objections.
- Ability to leverage data and analytics to make informed decisions and provide recommendations that drive achievement of customer business objectives.
- Proven ability to collaborate effectively with cross-functional teams.
- Committed to continuous learning, ongoing professional development, and staying abreast of industry trends, and emerging technologies.
- Proven strategic advisory skills to help provide best practices to optimize ServiceNow environment and accelerate time to value and growth.
- Passionate about customers and value realization.
- Outstanding communication and presentation skills.
- ServiceNow experience and/or certifications is a plus.
This role requires you in office two days a week.
FD21
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
