What you get to do in this role:
The Experienced Customer Success Manager (CSM) is the senior practitioner level in the CSM job family. You will own consumption and adoption outcomes across a smaller portfolio of higher-ACV, more complex customers, operating with expert autonomy across the competencies and engaging credibly at senior Director and VP level when the situation demands.
You set the play under ambiguity. You recognize when to escalate and when to decide. You utilize the full internal agent stack with expert fluency, lead more tailored Customer Impact Plan engagements with your accounts, and translate commercial context into ServiceNow roadmap recommendations without supervision.
Beyond your portfolio, you shape how the CSM practice runs locally. You contribute to playbook development. You mentor IC1 and IC2 CSMs. You translate patterns from your accounts into actionable feedback that improves the agent stack and the team’s ways of working.
This role is illustratively aligned to a smaller portfolio of higher-complexity customers with larger annual contract value — final portfolio sizing and ACV thresholds are subject to final design.
Key Responsibilities
- Own consumption and adoption outcomes across a smaller portfolio of higher-ACV, more complex customers; deploy expert business acumen and stakeholder presence to drive real, measurable value per account.
- Utilize the internal productivity agent stack with expert fluency — recognize where agents are wrong, override with confidence, and explain agent outputs to senior customer stakeholders.
- Lead Customer Business Reviews at Director and senior Director level; engage VPs on complex strategic issues and reframe problems for senior business stakeholders.
- Set the play under ambiguity — make the right call in complex situations where AI has flagged risk and a human decision is required, without supervision.
- Own a more tailored Customer Impact Plan for your accounts; drive risk mitigation planning and escalation strategy on higher-complexity engagements.
- Diagnose adoption blockers at configuration, workflow, and architecture level; escalate complex technical issues to relevant stakeholders with full context already assembled.
- Lead Impact renewal preparation in collaboration with the AE and Renewal Account Manager; drive strategic renewal conversations aligned to customer objectives.
- Shape the CSM practice locally — contribute to playbooks, enablement content, and peer review mechanisms within the team; mentor IC1 and IC2 CSMs on advisory craft, AI fluency, and value storytelling.
- Translate patterns from customer deployments into structured internal feedback that improves the agent stack and the team’s ways of working.
- Identify and nurture renewal and expansion opportunities across more complex accounts; engage customers to align new solutions with evolving business goals.
To be successful in this role you have:
This role requires you in the office 3 days a week, with flexibility.
- 5+ years of related experience in customer success, strategic advisory, consulting, technical account management, or SaaS — with a proven track record of autonomous delivery at scale or in higher-complexity accounts.
- Expert-level capability with AI tools and agents — fluent operation of the full internal agent stack, with the judgment to override agent outputs and the confidence to explain them to senior customer stakeholders.
- Expert business acumen across multiple industries — translates commercial context into a ServiceNow best-practice roadmap without supervision; speaks the language of the customer.
- Presence and credibility at senior Director level routinely, with the ability to engage VPs on complex issues; comfortable leading uncomfortable conversations and reframing problems for senior business stakeholders.
- Command-and-control instincts — leads cross-functional orchestration of ServiceNow and customer stakeholders under pressure; trusted voice inside the customer’s leadership team on AI strategy and platform direction.
- Deep familiarity with ServiceNow platform architecture, AI governance, Control Tower activation, and integration strategy; able to diagnose adoption stalls without escalating routinely.
- Demonstrated mentoring capability — develops IC1 and IC2 CSMs through structured coaching and informal craft transfer.
- Proven track record of shaping practice locally — playbook contribution, enablement content development, or equivalent practice-building work in a customer success or consulting context.
- Outstanding communication and presentation skills, including the ability to lead high-stakes customer conversations and represent ServiceNow at senior levels.
- Growth mindset — ready to drive adoption of new agents as they are released, including any future customer-facing agents that may form part of the operating model.
- ServiceNow experience and/or certifications strongly preferred; adjacent platform experience (CRM, ITSM, or major enterprise platforms) considered.
FD21
Work Personas
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Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
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