ServiceNow Technical Consultant CSM

Role:- ServiceNow Technical Consultant CSM

Location:- Pan India/Remote

Notice Period:- Immediate to 15 days or max 30 days only

ServiceNow Technical Consultant Customer Success Manager (CSM)

Job Summary

We are seeking an enthusiastic and detailoriented Customer Success Manager (CSM) to support customers in adopting and optimizing the ServiceNow platform. This role is ideal for someone early in their ServiceNow career who is eager to learn, build strong customer relationships, and contribute to successful platform outcomes. You will work closely with senior CSMs and crossfunctional teams to help customers achieve value from their ServiceNow investment and progress along their platformmaturity journey.

Key Responsibilities

Support customers throughout the postimplementation lifecycle, including onboarding, early adoption, and ongoing platform engagement.

Assist in developing and maintaining Customer Success Plans aligned to customer goals and ServiceNow roadmap priorities.

Participate in customer meetings, providing updates, gathering requirements, and documenting action items.

Help customers understand ServiceNow best practices, release cycles, and basic governance concepts.

Monitor customer health indicators such as usage, adoption trends, and support activity, escalating risks to senior CSMs as needed.

Contribute to Executive Business Review (EBR) preparation, including data gathering, insights, and presentation materials.

Coordinate with internal teams (Support, Professional Services, Product) to ensure customers receive timely assistance.

Track customer feedback and enhancement requests, ensuring proper routing and followup.

Stay current with ServiceNow releases, new features, and platform enhancements to support customer conversations.

Required Experience & Skills:

2 to 5 years of experience in Customer Success, Consulting, Support, or Account coordination within enterprise technology environments.

Foundational understanding of ServiceNow workflows (ITSM, HRSD, CSM, SPM or others).

Strong communication and relationship-building skills, with the ability to engage both technical and business stakeholders.

Ability to analyze basic customer data and identify early indicators of adoption challenges or opportunities.

Highly organized, detail-oriented, and comfortable managing multiple customer interactions.

Experience working within Agile delivery environments.

Bachelor's degree in Computer Science, Information Technology, or a related field; relevant ServiceNow certifications (CSA, ITSM, HRSD, CSM, SPM or other workflow-specific CIS certifications) preferred.