Create and maintain SOC-focused technical documentation (SOPs, runbooks, playbooks, KB articles, client reports). Manage ServiceNow knowledge base, document lifecycle, version control, and knowledge governance. Improve documentation workflows, standardize templates, and support multiple concurrent documentation projects to ensure accuracy and audit-readiness.

The Customer Success Manager will manage a portfolio of clients, support their service needs, renewals, and expansion opportunities while ensuring value realization from services provided.