Senior Manager, Customer Success
Core
Lead a team of Customer Success Consultants to drive adoption and value realization for ServiceNow customers through prescriptive guidance, portfolio management, and best practice development.
Role type
Senior Manager, Customer Success (Team Lead)
Builds
Customer adoption strategies, success plays, and usage metrics for ServiceNow platform
Domain
IT Service Management (ITSM) / Enterprise Software
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Team leadership, portfolio management, technical health monitoring, use case development, best practice implementation, stakeholder management, project management
Preferred skills
AI integration in workflows, creative problem solving, mentoring junior team members
Technologies
ServiceNow platform, AI-powered tools
Responsibilities
Lead team to improve technical health and adoption, manage customer portfolio to hit goals, develop new Success Plays, create customer success stories, reduce escalated customers, guide junior team members
Seniority
Senior, hands-on IC with team leadership
