Senior Customer Success Manager

Company Description It all started in sunny San Diego California in 2004 when a visionary engineer Fred Luddy saw the potential to transform how we work Fast forward to today ServiceNow stands as a global market leader bringing innovative AI-enhanced technology to over 8 100 customers including 85 of the Fortune 500 Our intelligent cloud-based platform seamlessly connects people systems and processes to empower organizations to find smarter faster and better ways to work But this is just the beginning of our journey Join us as we pursue our purpose to make the world work better for everyone What you get to do in this role The role of the Senior 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 Qualifications 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 8 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 Additional Information 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 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 creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status 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 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 2025 Fortune Media IP Limited All rights reserved Used under license