ServiceNow
SaaS
SeniorCustomerSuccessManager
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“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
Full Job 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. What you get to do in this role: The role of the Success Advocate is to act as an advocate for our customers. You will oversee a portfolio of customers to help them achieve business outcomes and foster greater adoption and usage of the ServiceNow products they have purchased through prescriptive guidance. You will bring ServiceNow's best practices, innovations, and capabilities to help customers achieve their goals. * You will 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 ## 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. * Minimum
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