Senior Manager, Customer Success

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

You will be part of the Customer Outcomes team. Our purpose is to accelerate platform adoption and improve customer results. We do this through a portfolio of services, delivered by outstanding consultants, using our ecosystem of partners, our leading practices, methodologies and tools based on our experiences from 1000's of customer engagements.

What you get to do in this role

The role of the Customer Success Manager is to act as an advocate for our customers. Through prescriptive guidance, you will lead the team responsible for a portfolio of customers to help them achieve goals and foster greater adoption and usage of the ServiceNow products they have purchased. You will oversee your team's engagement with customers in their portfolio.

To be successful in this role you have

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Responsibilities

Lead your team to improve technical health, deployment and adoption activities for their portfolio; Ensure customer needs are met by confirming alerts are addressed and roadblocks are removed; Manage the portfolio of accounts, hitting goals and driving overall customer success; Partner with and assign out activities to other team members to achieve outcomes and address customer needs; Develop 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; Reduce number of escalated customers; Improve best practice development and guide junior team members

Requirements

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.; 7+ years of related work experience, OR equivalent work experience; Ability to be creative, comfortable running projects independently; Desire to solve complex issues through analysis and resolution; Experience leading high functioning teams; Completed appropriate ServiceNow and other appropriate industry or functional certifications (e.g. Customer Success); Must be fluent in Japanese; Must be authorized to work in Japan