Sr Customer Success Manager- Finserv

What you get to do in this role :

The Senior Customer Success Manager (CSM) is the primary point of contact / orchestration lead for all matters related to Impact features and benefits (depending on the customers Impact package). They oversee a portfolio of customers to help them achieve business outcomes and foster greater adoption and usage of the ServiceNow products they have purchased through prescriptive guidance. You will bring ServiceNows best practices innovations and capabilities to help customers achieve their goals..

The Senior CSM owns the Customer Impact Plan overseeing delivery of Impact packages and drives customer action through an understanding of adoption metrics and aligns to customer KPIs and business goals. They act as an advocate for our customers and drive customer interactions and ensure that the Impact Team meets the timelines and deliverables outlined in the Customer Impact Plan which defines the key initiatives to help the customer achieve their agreed-upon business outcomes.

They are also responsible for managing critical risks and mitigation strategies conducting periodic Customer Business reviews with the customer to provide updates refine the Impact Plan and report on adoption.

Ultimately Senior CSMs aim to ensure customers achieve their desired outcomes and foster a strong relationship to enhance customer satisfaction and retention.

Job Responsibilities

Oversee the engagement and outcomes for customers in your portfolio.

Ensure customers are technically healthy and on the most recent version of our product.

Leverage existing Success Plays to assist customers but also assist new Success Plays

Work with customers to create new use case / success stories.

Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses.

Guide other ServiceNow teams to address customer issues.

Oversee projects identified by leaders.

Ensure any escalated clients are resolved quickly using resources from across the company ecosystem.

Qualifications :

To be successful in this role you have :

Experience in leveraging or critically thinking about how to integrate AI into work processes decision-making or problem-solving. This may include using AI-powered tools automating workflows analyzing AI-driven insights or exploring AIs potential impact on the function or industry.

Minimum 7 years of related work experience; OR equivalent work experience

Creativity with comfort running projects independently

Improve complex issues through analysis and resolution

Succeed in working collaboratively

ServiceNow accreditations or certifications a plus

Ability to provide independent comprehensive services

Experience resolving issues through analysis

Strategic technology and financial services industry knowledge

Comfortable with learning and explaining technical products or services

Ability to manage multiple customers and priorities simultaneously.

Applies AI tools to streamline workflows generate insights and support strategic initiatives under guidance.

Understands core AI concepts ethical considerations and platform capabilities and can explain their application in customer contexts with support.

FD21

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 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 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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Remote Work : Yes

Employment Type : Full-time

Key Skills

Bidding,Business Solutions,ABAP,Business Operations,Business Sales,Corporate Marketing

Experience : years

Vacancy : 1