Senior Customer Success Manager

Overview

• 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.
• 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.