Customer Success Manager

Company Description
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.
With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.
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Job Description
As the Global Guided organization continues to grow, we are looking for a Senior Customer Success Manager to join the Global Leadership team.
What you get to do in this role:

• This role is part of the Impact, Global Guided Delivery organization reporting to the Global Senior Director.
• You will act as the CS Sponsor for key Guided customers across the globe.
• You will evangelize the Impact Guided brand.
• You will take responsibility for the delivery & reporting of all major programs, projects and Initiatives that involve the Global Guided team.
• You will champion the acceleration of platform adoption, driving customers to achieve their business objectives, and mitigate risk.
• You will be responsible for managing robust feedback systems to capture comprehensive insights into customer satisfaction and identify areas for improvement. Track key customer experience metrics such as NPS and CSAT to measure the effectiveness of customer success initiatives. Identify customer needs proactively and offer tailored solutions and support to enhance their overall experience.
• You will support the Global Guided Leadership team with renewals and pre-sales conversations.
• You will support the Global Guided Leadership team with the organization's hiring strategy and efforts.

Qualifications

• 5+ Years of related work experience in Customer Success, Project Management, and/or SaaS companies.
• Ability to take full ownership of customer portfolio, act with autonomy, and make key decisions to drive effective customer outcomes.
• Proven ability to lead & collaborate effectively with cross-functional teams.
• Ability to effectively drive and influence conversations with various stakeholders and leadership levels.
• Ability to facilitate discussions and navigate customers' objections.
• Ability to leverage data and analytics to make informed decisions and provide recommendations that drive achievement of customer business objectives.
• Committed to continuous learning, ongoing professional development, and staying abreast of industry trends, and emerging technologies.
• Proven strategic advisory skills to help provide best practices to optimize ServiceNow environment and accelerate time to value and growth.
• Passionate about customers and value realization.
• Outstanding communication and presentation skills.
• ServiceNow experience and/or certifications

For positions in the District of Columbia, we offer a base pay of $84,200 - $139,000, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
Additional Information
ServiceNow is an Equal Employment 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.
At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.
If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.
For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.
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