Job Summary
ServiceNow is seeking a highly strategic and customer-focused Senior Customer Success Manager (CSM) to drive value realization, adoption, and long-term success across a global portfolio of SaaS clients. This role is pivotal in building trusted partnerships with enterprise customers, ensuring they achieve measurable business outcomes through the effective use of ServiceNow’s platform. The ideal candidate will combine deep SaaS expertise with strong relationship management and a data-driven approach to customer success.
Key Responsibilities
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Act as the primary point of contact for assigned global enterprise customers, fostering strong, long-term relationships.
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Drive customer onboarding, adoption, and expansion strategies to maximize product value and ROI.
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Develop and execute Customer Success Plans aligned with client business objectives.
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Monitor customer health metrics, identify risks, and proactively implement mitigation strategies.
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Collaborate cross-functionally with Sales, Product, Support, and Professional Services teams to ensure seamless customer experience.
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Lead regular business reviews (QBRs/EBRs) with stakeholders, presenting insights, performance metrics, and strategic recommendations.
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Identify upsell and cross-sell opportunities in partnership with account executives.
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Advocate for customer needs internally to influence product roadmap and service improvements.
Required Skills and Qualifications
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Bachelor’s degree in Business, Technology, or a related field (MBA preferred).
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Strong understanding of SaaS business models, cloud technologies, and enterprise software solutions.
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Exceptional communication, presentation, and stakeholder management skills.
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Proven ability to manage complex customer relationships across multiple regions and industries.
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Analytical mindset with the ability to interpret data and translate insights into actionable strategies.
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Strong project management and organizational skills.
Experience
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7+ years of experience in Customer Success, Account Management, or Consulting within a SaaS or enterprise software environment.
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Demonstrated success managing large, global enterprise accounts.
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Experience working with ITSM, workflow automation, or cloud platforms is highly desirable.
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Proven track record of driving customer retention, satisfaction (CSAT), and revenue growth.
Working Hours
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Flexible working hours aligned with global client needs.
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Willingness to accommodate multiple time zones, including occasional early morning or late evening meetings.
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Hybrid or remote work options available depending on location and business requirements.
Knowledge, Skills, and Abilities
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Deep understanding of customer lifecycle management and success methodologies.
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Ability to influence senior executives and decision-makers.
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Strong problem-solving skills with a proactive and solution-oriented mindset.
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High level of adaptability in a fast-paced, evolving environment.
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Cultural awareness and ability to work effectively with global teams.
Benefits
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Competitive salary with performance-based incentives.
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Comprehensive health, dental, and vision insurance.
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Retirement savings plans with company contributions.
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Generous paid time off and flexible leave policies.
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Professional development and continuous learning opportunities.
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Employee wellness programs and mental health support.
Why Join ServiceNow?
Joining ServiceNow means being part of a global leader in digital workflows and enterprise transformation. You will have the opportunity to work with cutting-edge technology, collaborate with industry-leading professionals, and make a tangible impact on customer success worldwide. ServiceNow fosters a culture of innovation, inclusivity, and continuous growth, empowering employees to thrive and shape the future of work.
How to Apply
Interested candidates are encouraged to apply through the official ServiceNow careers portal. Please submit your updated resume along with a cover letter highlighting your experience in customer success and SaaS environments. Shortlisted candidates will be contacted for further assessment and interviews.