Sr. Customer Success Manager - Enterprise
Core
Act as an advocate for enterprise customers to help them achieve business outcomes, foster adoption of ServiceNow products, and ensure maximum value from their investment.
Role type
Senior Customer Success Manager (Enterprise)
Builds
Customer success outcomes, adoption of ServiceNow platform, and usage of licenses
Domain
IT Service Management (ITSM) / Enterprise Software
Deliverable
client delivery
Required skills
Customer portfolio management, technical health monitoring, success play implementation, use case development, escalation resolution, cross-functional collaboration, AI integration in workflows, project leadership
Preferred skills
ServiceNow certifications, creativity in independent project execution, complex issue analysis
Technologies
ServiceNow platform, AI-powered tools
Responsibilities
Oversee engagement and outcomes for a portfolio of enterprise customers; Ensure customers are technically healthy and on the latest product version; Leverage and assist in creating new Success Plays; Work with customers to create use cases and success stories; Guide other teams to address customer issues; Resolve escalated client issues quickly using company resources.
