Customer Success Manager
Core
Manage multiple customers to drive business outcomes by promoting ServiceNow product adoption, providing standardized guides, and acting as a primary technical contact.
Role type
Senior Customer Success Manager (SaaS/ITSM)
Builds
Customer success outcomes, product adoption, and scalable service delivery for global enterprise clients.
Domain
IT Service Management (ITSM), Cloud SaaS, Enterprise Software
Deliverable
client delivery
Required skills
Customer success management, technical consulting, solution standardization, business goal alignment, product utilization monitoring, best practice sharing, cross-functional collaboration, SaaS configuration, data migration, performance optimization, security/governance knowledge, workflow automation, analytical problem solving.
Preferred skills
ServiceNow certification, pre-sales experience, AI integration experience.
Technologies
ServiceNow, Cloud platforms, IT Service Management tools, Workflow automation tools, API integration tools.
Responsibilities
Manage multiple customers simultaneously to deliver standardized solutions; Plan and execute actions to achieve customer business goals; Monitor product usage and maintain technical health; Expand adoption using guides and content; Share success stories and best practices; Coordinate technical escalations with internal teams; Collaborate with internal teams to enable scalable delivery.
Seniority
Senior, hands-on IC
