Role: Senior Customer Success Manager
Location: Remote
Duration: Long Term
No of positions: 5
Responsibilities
The Senior Customer Success Manager (CSM) is the primary point of contact / orchestration lead for all matters related to Impact features and benefits (depending on the customer s Impact package). They 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.
The Senior CSM owns the Customer Impact Plan, overseeing delivery of Impact packages and drives customer action through an understanding of adoption metrics and aligns to customer KPIs and business goals. They act as an advocate for our customers and 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.
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.
Ultimately, Senior CSMs aim to ensure customers achieve their desired outcomes and foster a strong relationship to enhance customer satisfaction and retention.
- 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:
- 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 7 years of related work experience OR equivalent work experience
- Creativity with comfort running projects independently
- Improve complex issues through analysis and resolution
- Succeed in working collaboratively
- ServiceNow accreditations or certifications a plus
- Ability to provide independent comprehensive services
- Experience resolving issues through analysis
- Strategic technology industry knowledge
- Comfortable with learning and explaining technical products or services
- Ability to manage multiple customers and priorities simultaneously.
- Applies AI tools to streamline workflows, generate insights, and support strategic initiatives under guidance.
- Understands core AI concepts, ethical considerations, and platform capabilities, and can explain their application in customer contexts with support.
Must Have Certifications
- ServiceNow Certified System Administrator (CSA)
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