Senior Customer Success Manager

🔥 2 hours ago

🇦🇺 Australia – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

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ServiceNow

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2004

🏢 Enterprise

☁️ SaaS

🤖 Artificial Intelligence

💰 Post-IPO Equity on 2022-12

Enterprise • SaaS • Artificial Intelligence

ServiceNow is a platform that offers AI-powered solutions and automation for businesses to enhance productivity and streamline workflows. Its AI agents are designed to autonomously learn, reason, make decisions, and take action to transform business processes across various domains such as IT, HR, customer service, and app development. The platform enables organizations to integrate data from diverse sources, facilitating business transformation and operational efficiency. Recognized for its leadership in AI IT service management and trusted by a significant portion of the Fortune 500, ServiceNow collaborates with other global leaders like Microsoft and AWS to bring advanced AI capabilities to modernize business operations.

📋 Description

• Own and grow a portfolio of 25 or more mid-market and enterprise customers • Guide customers from go-live through long-term value realization • Serve as a trusted advisor to executive sponsors • Align 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 and influence 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 in complex customer environments • Act as the voice of the customer internally by sharing insights, feedback, and success stories • Support renewal and expansion motions by demonstrating ongoing value and business impact

🎯 Requirements

• Experience leveraging or critically thinking about integrating AI into work processes, decision-making, or problem-solving • 5+ years of experience in Customer Success, Account Management, Implementation, or Consulting within SaaS • Experience supporting medium to large enterprise customers and navigating complex stakeholder environments • Ability to explain technical and AI-driven solutions in clear, business-oriented terms • Familiarity with workflow platforms, ITSM, HR systems, or enterprise automation; ServiceNow experience is a plus • Ability to build executive relationships and influence outcomes at multiple levels • Process-oriented mindset with strong problem-solving and change management skills • Comfort operating in fast-moving, evolving product environments • Bachelor’s degree or equivalent practical experience • Willingness to travel approximately 10–25%

🏖️ Benefits

• Flexible work persona / distributed work flexibility and trust • Opportunity to work with Moveworks AI Assistant and ServiceNow AI platform • Career opportunity contributing to AI-driven enterprise productivity and transformation • Accessible and inclusive application experience • Reasonable accommodations during the application process

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