Senior Customer Success Manager

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
As a Success Advocate at ServiceNow, you're the champion our customers need. You'll manage a portfolio of accounts, helping them achieve meaningful business outcomes through expert guidance, best practices, and deep product knowledge - ensuring they get maximum value from their ServiceNow investment.
What you'll do

• Own end-to-end engagement and outcomes across your customer portfolio
• Keep customers technically healthy and running on the latest platform version
• Apply existing Success Plays and contribute to developing new ones
• Partner with customers to surface and document new use cases and success stories
• Drive licence utilisation and help customers realise the full value of what they've purchased
• Coordinate cross-functional ServiceNow teams to resolve customer challenges
• Lead special projects assigned by leadership and manage escalations through to resolution

Qualifications
What you'll bring

• A practical approach to integrating AI into workflows, decision-making, and problem-solving - whether through AI-powered tools, automation, or data-driven insights
• 7+ years of relevant experience (or equivalent demonstrated capability)
• Confidence running complex projects independently, with strong analytical and problem-solving skills
• A collaborative mindset and the ability to influence and align diverse stakeholders
• ServiceNow certifications (advantage)

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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