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

As a key member of the Customer Success team, you will be a trusted advisor and single point of contact for your portfolio of customers, guiding them on their post-sale journey to maximize the value of their ServiceNow investment. You will build strategic, long-term relationships with customers, drive adoption, and ensure business outcomes are achieved through personalized guidance, data-driven insights, and continuous collaboration with internal teams.

This role combines strategic thinking, customer relationship management, and operational excellence to ensure customers receive the most value from their ServiceNow products. You will be instrumental in helping customers scale their usage and drive innovation across their business while ensuring a seamless experience through the full lifecycle of their ServiceNow partnership.

What You Get To Do In This Role

Drive Business Outcomes: Own a portfolio of customers, guiding them through the entire post-sale experience. Ensure they achieve business objectives and maximize the value of their ServiceNow investment.
Strategic Guidance: Build trusted advisor relationships with key stakeholders at multiple levels within the customer organization. Align ServiceNow's solutions with their business goals, and provide recommendations that drive both short-term and long-term success.
Customer Success & Adoption: Drive adoption and product utilization across your accounts, ensuring customers gain maximum value from their ServiceNow products. Focus on expanding use cases and ensuring customer satisfaction and retention.
Create Tailored Success Plans: Develop personalized success plans for each customer, with clear milestones and outcomes. Conduct regular quarterly reviews to track progress, provide insights, and adjust strategies as needed.
Lead Issue Resolution: Proactively monitor customer health, addressing potential risks and escalated issues in a timely and collaborative manner. Work with cross-functional teams to ensure swift resolution.
Mitigate Risks and Drive Value: Proactively identify potential risks to success and work with the customer and internal teams to develop strategies to overcome them, ensuring a smooth path toward value realization.
Drive Innovation and Advocacy: Be a champion for ServiceNow, sharing customer success stories and helping create new use cases that showcase the impact of the platform. Promote continuous improvement by feeding customer insights into ServiceNow's broader initiatives.
Cross-Functional Collaboration: Partner closely with Sales, Account Management, and other internal stakeholders to align on strategy and ensure a cohesive experience for customers. Work collaboratively across teams to drive seamless execution and successful outcomes.
Drive AI & Enable Adoption: Adept in driving adoption to enable positive business outcomes via the delivery and customer utilization of the Impact Total and/or Add-On entitlement.
Ability to be hands on: As a highly experienced senior individual contributor, the best Senior Customer Success Manager does not shy away from being hands on in terms of delivering high value adoption engagements that elevates a customer's usage and adoption of ServiceNow. Ability to unblock adoption barriers via a documented delivery plan.
Focus on Key Performance Indicators (KPIs): Guide and inspire the Customer Success team to meet critical operational KPIs—adoption, technical health, renewals, customer satisfaction, and expansion. Work closely with customers to align their roadmap and drive new revenue opportunities.
Foster Strategic Alignment: Build relationships with ServiceNow leaders and consistently incorporate customer feedback to drive continuous improvement. Align business transformation insights with organizational goals to ensure long-term success.
Advocate for Innovation and Continuous Learning: As a strategic thought leader, drive innovative solutions for our customers, always looking for opportunities to help them achieve their long-term goals. Foster a culture of agility and calculated risk-taking within the team.
Set Success Metrics and Milestones: Establish clear, measurable success metrics with the customer, and regularly review progress. Refine business transformation plans as needed to ensure milestones are met and value is realized.

Qualifications

The ideal candidate will have extensive experience leading large-scale digital business transformations, acting as a trusted advisor to both internal and C-level customer executives. You will be an expert in governance, strategy, and execution across cross-functional teams and have a track record of delivering scalable, repeatable success. Your passion for driving customer success at an enterprise scale and your ability to work in complex, dynamic environments will be key to your success in this role.

To Be Successful In This Role, You Will Need

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.
Educational Background: BA/BS or equivalent required, Master's degree preferred.
Experience: A minimum of 8 years in a management consulting or leadership role at a top-tier consulting firm, solution consulting, or similar positions focused on technology-enabled business transformations (Digital/SaaS/Enterprise Software).
Leadership Expertise: Demonstrated success in running large-scale, strategic accounts and exceeding business objectives. Proven track record in building and leading high-performing Customer Success or Consulting teams.
Experience in SaaS or IT Industry: Strong knowledge of ServiceNow or similar SaaS platforms.
Business Acumen: Strong experience in identifying and solving complex business problems and aligning solutions with customer business objectives.
Cross-Functional Leadership: A history of working across multiple functions and driving alignment in large, matrixed environments.
C-Level Relationships: Strong experience building relationships with C-level business leaders, including within some of the world's largest enterprises.
Adaptability: Ability to thrive in rapidly changing environments, adapting strategies to new challenges and opportunities.
Execution Focus: Ability to create repeatable processes for scalable execution while maintaining a hands-on approach to ensure critical tasks are completed efficiently.
Collaboration and Communication: Excellent communicator and influencer, with the ability to work effectively across a global organization and foster collaboration at all levels.
Customer Focus: Deep understanding of customer needs, challenges, and motivations, with a keen ability to address concerns and ensure satisfaction.
Language Skills: Proficient in one of the languages used by our customers in our Asian markets: Bahasa Indonesia, Thai, Vietnamese, Malay or Korean is highly advantageous.

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 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 [HIDDEN TEXT] 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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Senior Customer Success Manager