Customer Success Manager

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 customers 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 customers 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 ServiceNows 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

Support account teams in pre-sales activities through gathering relevant customer information

Inputs to account team efforts to ensure renewal readiness identifying and nurturing expansion opportunities

Qualifications :

To be successful in this role you have:

5 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

For positions in this location we offer a base pay of $76000- $100000 plus equity (when applicable) variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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. Learn more here.

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 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. 

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