Job Summary

ServiceNow is seeking an experienced and customer-focused Senior Customer Success Manager (CSM) to join our Global SaaS Success Team. In this role, you will be responsible for driving customer adoption, retention, and satisfaction across our global client base. You will act as a trusted advisor to enterprise customers, helping them realize maximum business value from ServiceNow’s platform and solutions. This position requires strategic thinking, strong relationship management, and a deep understanding of SaaS delivery models and customer success best practices.

Key Responsibilities

• Serve as the primary point of contact for a portfolio of global enterprise clients, ensuring successful onboarding, engagement, and long-term satisfaction.

• Develop and execute tailored success plans that align with each customer’s business objectives and ServiceNow’s capabilities.

• Drive customer adoption of the ServiceNow platform, ensuring clients achieve measurable ROI and value.

• Partner with Sales, Product, and Technical teams to ensure seamless customer experiences and effective resolution of issues.

• Conduct regular business reviews and provide insights into customer health, usage patterns, and growth opportunities.

• Identify upsell and cross-sell opportunities in collaboration with the account team.

• Advocate for customer needs within ServiceNow to influence product roadmap and feature enhancements.

• Analyze customer data to proactively mitigate risks and drive retention strategies.

• Lead customer workshops, webinars, and success events to promote best practices and innovation.

• Maintain high levels of customer engagement through ongoing communication and relationship building.

Required Skills and Qualifications

• Bachelor’s degree in Business Administration, Information Technology, or a related field; MBA preferred.

• 7+ years of experience in Customer Success, Account Management, or Consulting roles within a SaaS or Enterprise Software environment.

• Strong understanding of SaaS business models, cloud technologies, and digital transformation strategies.

• Proven track record in managing large enterprise accounts globally.

• Excellent communication, presentation, and interpersonal skills, with the ability to influence senior stakeholders.

• Analytical and problem-solving mindset with a focus on continuous improvement.

• Proficiency in CRM and customer success tools (e.g., Salesforce, Gainsight, or Totango).

• Ability to manage competing priorities in a fast-paced environment while maintaining attention to detail.

Experience

• Minimum 7–10 years of professional experience in customer-facing roles.

• Prior experience managing enterprise SaaS accounts across multiple regions or industries is highly desirable.

• Demonstrated success in reducing churn, improving customer retention, and increasing account growth.

Working Hours

• Full-time position based on global business hours; flexibility required to collaborate across multiple time zones.

• Remote-friendly role with occasional travel for customer meetings, conferences, and internal events.

Knowledge, Skills, and Abilities

• Strong business acumen and consultative approach.

• Advanced understanding of customer lifecycle management and success metrics.

• Excellent stakeholder management and negotiation abilities.

• Ability to translate complex technical solutions into clear business value propositions.

• Strategic thinker with an operational mindset to execute effectively.

• Collaborative team player with leadership potential and adaptability in a dynamic global environment.

Benefits

• Competitive base salary with performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off, parental leave, and wellness programs.

• Retirement savings plan with employer contributions.

• Professional development support, certification programs, and learning opportunities.

• Access to cutting-edge tools, technologies, and a collaborative work culture.

Why Join ServiceNow

At ServiceNow, you’ll have the opportunity to transform the way people work through powerful digital workflows. We are a global leader in cloud-based solutions that make organizations more productive and efficient. As a Senior Customer Success Manager, you’ll be part of a passionate team that values innovation, integrity, and impact. You will work with some of the world’s most recognized brands, helping them achieve success while advancing your own career in a dynamic and supportive environment.

How to Apply

If you’re ready to join a world-class SaaS company and make a meaningful difference in the success of global customers, we’d love to hear from you.
Please submit your updated resume and a brief cover letter through the ServiceNow Careers Portal or via LinkedIn Easy Apply.