Help design, build and continuously improve the clients online platform.
Research, suggest and implement new technology solutions following best practices/standards.
Take responsibility for the resiliency and availability of different products.
Be a productive member of the team.
Requirements
7+ years of experience in Customer Success, Consulting, or Strategic Account Management within enterprise technology environments.
5+ years of hands-on experience with the ServiceNow platform, preferably across multiple workflows and customer-facing roles.
Highly experienced Senior Customer Success Manager (CSM) with strong expertise in the ServiceNow platform and a proven track record of delivering strategic value within complex enterprise environments.
Ability to translate diverse business objectives into actionable platform maturity strategies, influence executive stakeholders, and guide customers through long-term digital transformation initiatives.
The successful candidate will play a key role in driving customer satisfaction, retention, and platform adoption, while helping organizations maximize the value of their ServiceNow investment across multiple workflows.
Act as the strategic advisor and primary point of contact for customers, supporting platform adoption, governance, and long-term value realization.
Develop and execute multi-year Customer Success Plans aligned with customer business objectives, operational KPIs, and the ServiceNow product roadmap.
Lead executive-level engagements such as Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs), presenting insights, platform maturity assessments, ROI analysis, and strategic recommendations.
Provide guidance on platform governance, including instance strategy, release management, data quality, workflow standardization, and architectural alignment.
Drive cross-workflow adoption, supporting expansion into areas such as ITSM, HRSD, CSM, SPM, SecOps, IRM, Employee Center, and other ServiceNow capabilities.
Monitor overall customer health by analyzing adoption metrics, usage trends, and operational KPIs to proactively identify risks and growth opportunities.
Collaborate with Sales leadership to support renewal planning, account expansion, and multi-workflow growth strategies.
Coordinate with Professional Services, Support, Product, and Architecture teams to ensure consistent and successful customer outcomes.
Represent the voice of the customer internally, providing structured feedback on product improvements, feature gaps, and roadmap alignment.
Support organizational change management initiatives, advising customers on communication strategies, training frameworks, and internal adoption practices.
Stay up to date with ServiceNow platform releases, innovations, and industry best practices to guide customers in continuous improvement initiatives.
Strong understanding of ServiceNow platform architecture, governance frameworks, workflow design, and operational best practices.
Proven experience managing large enterprise accounts involving multi-department stakeholders and executive-level engagement.
Strong analytical skills with the ability to interpret platform usage data, KPIs, and operational metrics to drive strategic decision-making.
Excellent communication, facilitation, and executive presentation skills.
Demonstrated ability to influence senior stakeholders and guide organizations through digital transformation initiatives.
Experience working in Agile delivery environments.
Bachelor's degree in Computer Science, Information Technology, or a related discipline.
ServiceNow certifications such as CSA, ITSM, HRSD, CSM, SPM, or other workflow-specific CIS certifications are preferred.
