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.
Job Description
As a Senior Customer Success Manager at ServiceNow, you are the strategic centre of gravity for your customers. You will own a portfolio of enterprise accounts - guiding them through deep platform knowledge, trusted relationships, and proactive orchestration across ServiceNow's internal teams.
What you'll do

• Own end-to-end post-sale engagement across your portfolio - serving as the primary point of accountability for customer outcomes
• Build trusted relationships at and above platform manager level
• Develop and maintain effective customer success plans that track adoption, value realisation, and platform health
• Partner closely with the renewals team, providing the customer context needed to drive strong renewal outcomes
• Orchestrate the right internal resources - account executives, solution consultants, platform architects, support account managers, expert services, and product - to resolve challenges and unlock new value for customers
• Engage across the full impact lifecycle: from ensuring customers are technically healthy and on current platform versions, through to identifying expansion opportunities and passing them to the account team

Qualifications
We are looking for someone who brings both technical credibility and genuine relationship-building capability.
On the technical side, you can hold a credible platform conversation, help customers connect capability to business value, and go deep when the situation calls for it.
On the people side, you build trust, coordinate diverse stakeholders, and make customers feel genuinely supported - not just serviced.
What you'll bring

• A practical approach to integrating AI into workflows, decision-making, and problem-solving - whether through AI-powered tools, automation, or data-driven insights
• 7+ years in customer success, or a closely adjacent role (enterprise SaaS experience, ServiceNow platform knowledge or certification is a significant advantage)
• Experience managing strategic, complex accounts - you are comfortable engaging at executive level and navigating large organisations with competing priorities
• A track record of driving measurable outcomes: adoption, renewal, expansion, or customer satisfaction
• Strong orchestration skills - you know how to mobilise internal teams, manage competing priorities, and keep multiple workstreams moving without losing the thread

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. Learn more here . 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 [email protected] 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.
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