What you get to do in this role:The Customer Success Manager (CSM) is the primary point of contact / orchestration lead for all matters related to Impact features and benefits depending on the customer's Impact package. They 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.The CSM owns the Customer Impact Plan, overseeing delivery of Impact packages and drive customer action through an understanding of adoption metrics and aligns to customer KPIs and business goals. 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.The CSM aims to ensure customers achieve their desired outcomes and foster a strong relationship to enhance customer satisfaction and retention.Responsibilities:· Oversee a diverse customer portfolio and ensure execution of structured deliverables, moving them along their Success Path by linking customer’s business objectives, capabilities and success metrics· Ensure onboarding completion via CS Guide team, and focus on success planning through predefined process, ensuring a smooth transition for new customers· Drive recommendations and next steps based on Customer goals across ServiceNow’s success offering· Effective at identifying internal teams to help drive ultimate customer success, such as with Sales, Product and Support teams to resolve issues and mitigate risks· Evaluate customer maturity level, and any existing blockers to their adoption, addressing roadblocks with customers and giving appropriate recommendation to improve adoption and business value· Conduct effective customer interactions including i) kick off calls to review deliverables, timelines and expected outcomes (gaining insight into customer business challenges and needs and agreeing upon path to success), and ii) check-ins to ensure platform usage aligns with best practice and lead period reviews to track success metrics alongside Customer Impact Plan (CIP)· Support high level customer advocacy by promoting success stories and use cases· Support account teams in pre-sales activities through gathering relevant customer information· Inputs to account team efforts to ensure renewal readiness, identifying, and nurturing expansion opportunities
