As a Senior Customer Success Manager at ServiceNow, you are the strategic centre of gravity for your customers. You will own a portfolio of enterprise accounts — guiding them through deep platform knowledge, trusted relationships, and proactive orchestration across ServiceNow's internal teams.What you'll doOwn end-to-end post-sale engagement across your portfolio — serving as the primary point of accountability for customer outcomesBuild trusted relationships at and above platform manager levelDevelop and maintain effective customer success plans that track adoption, value realisation, and platform healthPartner closely with the renewals team, providing the customer context needed to drive strong renewal outcomesOrchestrate the right internal resources — account executives, solution consultants, platform architects, support account managers, expert services, and product — to resolve challenges and unlock new value for customersEngage across the full impact lifecycle: from ensuring customers are technically healthy and on current platform versions, through to identifying expansion opportunities and passing them to the account team
