Sr Customer Success Manager- Manufacturing, Retail, and Hospitality

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
Role Overview
The Senior Customer Success Manager (CSM) is the primary point of contact / orchestration lead for all matters related to Impact features and benefits (depending on the customer's Impact package). They 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..
The Senior CSM owns the Customer Impact Plan, overseeing delivery of Impact packages and drives customer action through an understanding of adoption metrics and aligns to customer KPIs and business goals. They act as an advocate for our customers and drive customer interactions and ensure that the Impact Team meets the timelines and deliverables outlined in the Customer Impact Plan, which defines the key initiatives to help the customer achieve their agreed-upon business outcomes.
They are also responsible for managing critical risks and mitigation strategies, conducting periodic Customer Business reviews with the customer to provide updates, refine the Impact Plan and report on adoption.
Ultimately, Senior CSMs aim to ensure customers achieve their desired outcomes and foster a strong relationship to enhance customer satisfaction and retention.
Job Responsibilities

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.

Qualifications
To be successful in this role you have:

• 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 accreditations or certifications a plus
• Ability to provide independent comprehensive services
• Experience resolving issues through analysis
• Strategic technology industry knowledge
• Comfortable with learning and explaining technical products or services
• Ability to manage multiple customers and priorities simultaneously.
• Applies AI tools to streamline workflows, generate insights, and support strategic initiatives under guidance.
• Understands core AI concepts, ethical considerations, and platform capabilities, and can explain their application in customer contexts with support.

FD21
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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