Customer Success Manager - III

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.
 
Benefit options available through Magnit Global, depending on contract factors and upon meeting requirements.

Role Overview

We are seeking an experienced Customer Success Manager to help enterprise customers maximize the value of their ServiceNow platform investments. In this role, you will serve as a trusted advisor to customers, building strong relationships with technical stakeholders and business leaders while helping them achieve their strategic objectives through ServiceNow solutions.

You will lead customer Impact plans, working closely with customers to understand their business priorities, identify opportunities to drive value, and ensure successful outcomes. As a key customer advocate, you will collaborate with internal Product, Engineering, Support, and Sales teams to address challenges, coordinate resources, and align solutions with customer needs.

The ideal candidate brings a strong background in customer success, technical account management, or IT service delivery, with the ability to navigate complex enterprise environments and communicate effectively with both technical teams and executive stakeholders. This role is well suited for someone who enjoys owning customer relationships, driving strategic initiatives, and delivering measurable business value through technology.

Key Responsibilities

• Lead Impact plans for customers, ensuring value realization for the ServiceNow platform.
• Build and maintain trusted relationships with technical stakeholders and decision-makers.
• Act as the customer advocate within ServiceNow, coordinating across teams to meet customer objectives.
• Partner with Product, Engineering, Support, and Sales teams to drive account success.

Requirements

• 3+ years experience in a Customer Success Manager, Technical Account Manager, or related customer-facing technical role.
• 2+ years experience in service delivery or technical account management in post- and/or pre-sales environments.
• Strong communication and presentation skills across technical and executive audiences.
• 3+ years experience in IT, security, healthcare tech, or similar environments.

• Bachelor’s degree in Computer Science, Information Systems, or related field

   

Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation.