Customer Success Manager
Core
Senior Customer Success Manager owning consumption and adoption outcomes for a smaller portfolio of higher-ACV, complex customers, utilizing an internal AI agent stack to drive value and strategic roadmap recommendations.
Role type
Senior IC Customer Success Manager (Strategic Advisory)
Builds
Customer Impact Plans, strategic renewal conversations, and AI-driven service roadmaps for enterprise clients.
Domain
SaaS / IT Service Management (ServiceNow) / AI
Deliverable
production ML models
Required skills
Expert AI agent stack fluency, expert business acumen, senior stakeholder management (Director/VP level), ServiceNow platform architecture knowledge, mentoring capability, strategic renewal planning, cross-functional orchestration.
Preferred skills
ServiceNow certifications, experience with CRM/ITSM platforms, adjacent platform experience.
Technologies
ServiceNow, Control Tower, AI agents, internal productivity agent stack.
Responsibilities
Own consumption and adoption outcomes for high-ACV accounts; utilize and override internal AI agents with expert judgment; lead Customer Business Reviews at Director/VP levels; set strategy under ambiguity without supervision; drive risk mitigation and escalation strategies; diagnose adoption blockers at configuration/workflow levels; lead renewal preparation with Account Executives; mentor junior CSMs; translate customer patterns into product feedback.
Seniority
Senior, hands-on IC with mentorship responsibilities.
