Sr Customer Success Manager

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.

What you get to do in this role

The role of the Success Advocate 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.

Responsibilities

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

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.; 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