About the Role As a Customer Success Manager, you sit at the crossroads of innovation, enterprise scale, and real-world impact. With Moveworks and ServiceNow now operating as one company, this role plays a pivotal part in delivering on a shared vision: bringing the front door of AI to every employee while strengthening enterprise workflows through the Moveworks AI Assistant, powered by the ServiceNow platform. You will guide customers through transformational journeys, helping them realize measurable business outcomes by pairing intelligent automation with deeply integrated enterprise workflows. You are both strategist and operator: a trusted advisor to executives, an advocate for the customer internally, and a driver of adoption, value, and long-term partnership. Who We Are Moveworks, now part of ServiceNow, is redefining how work gets done. Together, we combine Moveworks’ industry-leading AI Assistant with ServiceNow’s world-class workflow platform to deliver instant, intelligent support across IT, HR, Finance, and beyond. Our shared mission is simple and ambitious: make work better for people. We do this by resolving employee needs instantly, automating complex workflows, and enabling enterprises to operate faster, smarter, and at scale. What You’ll Do Own and grow a portfolio of 25 [variable based on role] or more mid market enterprise customers, guiding them from go live through long-term value realization Serve as a trusted advisor to executive sponsors, aligning AI-driven solutions to strategic business outcomes Drive adoption, engagement, and expansion of the Moveworks AI Assistant across ServiceNow workflows Translate customer business needs into actionable solutions, influencing roadmap and product evolution Identify, quantify, and track customer success metrics tied to efficiency, cost savings, and employee experience Proactively manage risks, expectations, and change, ensuring customers successfully navigate complex environments Act as the voice of the customer internally, sharing insights, feedback, and success stories Support renewal and expansion motions by demonstrating ongoing value and business impact 
