Customer Success Advocate

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🔥 2 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🗣️ Customer Advocate

👻 Ghost score 15%

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Norseman Services

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

🎖️ Defense

🏢 Enterprise

Consulting • Defense • Enterprise

Norseman Services is a ServiceNow-focused enterprise platform consulting firm that builds and fixes large-scale, high-stakes ServiceNow implementations. They provide advisory, architecture, and implementation across the full ServiceNow platform (ITSM, CSM, CMDB/CSDM, ITOM, SPM, SecOps, Now Assist), with emphasis on AI readiness, automation, security & risk, and long-term governance. The company concentrates on federal, defense, healthcare, higher education, and other regulated environments where clearance and auditability matter, and is positioned as a rescue/remediation partner that staffs senior, cleared consultants to deliver durable outcomes beyond go-live.

📋 Description

• Own post-implementation customer relationships for federal, healthcare, and regulated-enterprise customers • Oversee customer outcomes for a portfolio of accounts and understand customer needs, priorities, and platform maturity • Ensure customers remain technically healthy on the current ServiceNow release and Norseman best practices • Identify and apply Success Plays or equivalent prescriptive guidance to accelerate customer maturity and adoption • Drive license utilization and platform expansion so customers capture the full value of their purchases • Partner with Norseman delivery teams, including Architects, BPCs, and EMs, to bring the right expertise to customers • Coordinate escalation responses and engage resources across Norseman's ecosystem to resolve issues quickly • Provide customer signals to Norseman leadership, including adoption trends, renewal risk, expansion opportunities, and success stories • Support ServiceNow platforms after implementation and help customers achieve business outcomes

🎯 Requirements

• 5+ years in a customer success, customer professional services, or related customer-facing business support role • Comfort integrating AI into work, including AI-powered tools, automation, and AI-driven insights • Ability to operate independently across a portfolio of customers with minimal day-to-day supervision • Strong analytical instincts with the ability to identify meaningful signals in customer telemetry, usage data, and feedback patterns • Track record of resolving complex customer issues through structured analysis and cross-functional collaboration • Excellent communication skills, including discussing platform health with engineers and business outcomes with CIOs • ServiceNow accreditations or certifications such as CSA or CIS, or comparable credentials (nice to have) • Prior experience in a consulting or managed services environment (nice to have) • Exposure to federal, healthcare, or regulated-enterprise customer environments (nice to have) • Experience with customer success platforms such as Gainsight or Catalyst, or ServiceNow's Success Platform (nice to have) • Clearance varies by engagement • United States location

🏖️ Benefits

• Fully remote work arrangement • Medical insurance • Dental insurance • Vision insurance • 401(k) • Small, collaborative team backed by the broader Norseman Defense Technologies organization • Opportunity to do consequential platform work for federal, healthcare, and regulated-enterprise clients

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