Senior Customer Success Manager â CPQ (Configure, Price, Quote)
Senior Customer Success Manager â CPQ (Configure, Price, Quote)
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1 Vacancy
Job Description
At ServiceNow we build software that transforms how our customers work. Our CPQ solutions help enterprises streamline complex sales processes and were looking for a Senior Customer Success Manager (CSM) to ensure customers realize their full value. This role blends strategic advisory technical depth and relationship managementhelping customers align CPQ deployments to business objectives while partnering closely with Product and R&D to influence the roadmap.
Why This Role Matters
As a Senior CSM you will own the long-term entire post-sale success of a portfolio of CPQ customers. Youll act as a trusted advisor to executives and technical stakeholders alike guiding customers through onboarding adoption AI enablement and expansion. You will partner with Solution Integration Partners and internal Expert Services teams to provide program-level oversight and advisory support ensuring deployments align with best practices and drive measurable ROI.
What Youll Do
- Own the Customer Relationship: Serve as the strategic technical advisor and trusted partner for assigned CPQ accounts accountable for overall relationship health and long-term value realization.
- Guide Customer Onboarding: Provide program-level guidance during onboarding ensuring implementation partners and customer teams are aligned expectations are managed and best practices are embedded from day one.
- Advise Through Implementations: Support customers during deployments with consultative guidance on architecture integrations governance and change management helping them avoid pitfalls while delivery teams execute.
- Drive Technical Success: Deliver technical expertise across APIs data flows integrations and scaling strategies empowering customers to optimize their use of CPQ.
- Enable Customers with AI: Advise customers on how to leverage ServiceNows AI and automation capabilities within CPQ and across their workflows driving innovation efficiency and measurable business outcomes.
- Ensure Adoption & ROI: Track usage identify opportunities for feature expansion (including AI features) and provide actionable recommendations to demonstrate measurable business value.
- Identify & Mitigate Risks: Anticipate program and technical risks proactively advise on mitigation strategies and support customers in navigating complexity.
- Partner with Product & R&D: Collaborate closely with ServiceNow Product Management and R&D teams advocating for customer needs surfacing enhancement requests and influencing roadmap prioritiesparticularly around AI-driven innovations.
- Enable & Educate: Develop best practice frameworks technical guides and success playbooks that scale across the CPQ customer community.
Qualifications :
Who You Are
- A consultative advisor who can influence executives while engaging deeply with technical teams
- Skilled in APIs integrations middleware and AI/automation technologies with the ability to provide meaningful technical guidance.
- Experienced in customer onboarding and adoption strategies with strong program-level influence to keep customers on track.
- A relationship builder who translates technical complexity into clear business value for executives.
- Proactive organized and comfortable guiding multiple enterprise accounts simultaneously.
- 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 AIs potential impact on the function or industry.
- 8 years in technical customer success technical account management or solution advisory roles with enterprise SaaS products (CPQ CRM eCommerce preferred).
- Proven ability to influence and guide executive sponsors and technical stakeholders.
- Technical expertise with APIs integrations SaaS architectures and AI/automation capabilities.
- Experience supporting onboarding and enterprise-scale SaaS implementations ensuring alignment with best practices and business goals.
- Ability to learn and consult on ServiceNow CPQ architecture AI enablement and technical best practices.
- Willingness to travel 25% for customer engagements.
FD21
For positions in this location we offer a base pay of $111700 - $195500 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. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
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 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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Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
Company Industry
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