Associate Customer Success Manager
Core
Primary point of contact and orchestration lead for customer Impact features and benefits, driving customer interactions to ensure the delivery of the Customer Impact Plan and achieving agreed-upon business outcomes.
Role type
Associate Customer Success Manager (IC)
Builds
Customer Impact Plans, success roadmaps, and adoption strategies for ServiceNow customers
Domain
SaaS / IT Service Management (ITSM)
Required skills
Customer portfolio management, success planning, adoption metrics analysis, risk mitigation, stakeholder alignment, cross-functional collaboration, strategic advisory, data-driven decision making
Preferred skills
ServiceNow experience, ServiceNow certifications
Responsibilities
Oversee diverse customer portfolio and execute structured deliverables to move customers along their Success Path; Ensure onboarding completion via the CS Guide team and focus on success planning; Drive recommendations and next steps based on customer goals; Identify and engage internal teams (Sales, Product, Support) to resolve issues and mitigate risks; Evaluate customer maturity levels and address blockers to adoption; Conduct customer interactions including kick-off calls, check-ins, and periodic reviews to track success metrics; Support customer advocacy by promoting success stories and use cases