Job description

The role of the Customer Success Manager is to act as an advocate for our customers. You will 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. • You will 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 To be successful in this role you have: • 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 certifications FD21 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, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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 globaltalentss@servicenow.com 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. From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.

Requirements

Must-haves

You will 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
To be successful in this role you have:
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 certifications
Work Personas

Nice-to-haves

None flagged.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

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