ServiceNow
SaaS
SeniorCustomerSuccessManager
“Senior Customer Success Manager at ServiceNow. Skills: Customer Success Management, Enterprise Account Management, Customer Retention. Manage a portfolio of enterprise accounts. Develop and maintain strong relationships with key customer”
What You'll Achieve.
Drive customer adoption; Ensure customer retention; Maximize customer value realization; Identify upsell opportunities; Minimize churn risk
Industry & Context.
Customer issue resolution; Proactive problem identification
What They're Looking For.
Must Have
7+ years of experience in customer-facing roles, Experience managing a portfolio of enterprise accounts, Proven track record of driving customer adoption and retention, Experience working with cross-functional teams
Nice to Have
Experience in the SaaS industry, Familiarity with CRM software (e.g., Salesforce), Experience with customer success platforms (e.g., Gainsight, ChurnZero)
What You'll Do.
Manage a portfolio of enterprise accounts
Develop and maintain strong relationships with key customer
Drive customer adoption and value realization of the
Proactively identify and address customer needs and challenges
Develop and execute customer success plans
Conduct regular business reviews with customers
Identify opportunities for upsell and cross-sell
Serve as the primary point of contact for
Collaborate with sales
Gather customer feedback and advocate for customer needs
Onboard new customers and ensure successful implementation
Provide training and ongoing support to customers
Monitor customer health and identify churn risks
Develop and implement strategies to improve customer retention
Contribute to the development of customer success best
How You'll Work.
Team & Collaboration
Cross-functional teams; Sales team; Product team; Support team
Communication Scope
Customer presentations; Business reviews
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