Senior Customer Success Manager

Job Description

As a key member of the Customer Success team, you will be a trusted advisor and single point of contact for your portfolio of customers, guiding them on their post-sale journey to maximize the value of their ServiceNow investment. You will build strategic, long-term relationships with customers, drive adoption, and ensure business outcomes are achieved through personalized guidance, data-driven insights, and continuous collaboration with internal teams.

This role combines strategic thinking, customer relationship management, and operational excellence to ensure customers receive the most value from their ServiceNow products. You will be instrumental in helping customers scale their usage and drive innovation across their business while ensuring a seamless experience through the full lifecycle of their ServiceNow partnership.

What You Get to Do in This Role:

· Drive Business Outcomes: Own a portfolio of customers, guiding them through the entire post-sale experience. Ensure they achieve business objectives and maximize the value of their ServiceNow investment.

· Strategic Guidance: Build trusted advisor relationships with key stakeholders at multiple levels within the customer organization. Align ServiceNow’s solutions with their business goals, and provide recommendations that drive both short-term and long-term success.

· Customer Success & Adoption: Drive adoption and product utilization across your accounts, ensuring customers gain maximum value from their ServiceNow products. Focus on expanding use cases and ensuring customer satisfaction and retention.

· Create Tailored Success Plans: Develop personalized success plans for each customer, with clear milestones and outcomes. Conduct regular quarterly reviews to track progress, provide insights, and adjust strategies as needed.

· Lead Issue Resolution: Proactively monitor customer health, addressing potential risks and escalated issues in a timely and collaborative manner. Work with cross-functional teams to ensure swift resolution.

· Drive Innovation and Advocacy: Be a champion for ServiceNow, sharing customer success stories and helping create new use cases that showcase the impact of the platform. Promote continuous improvement by feeding customer insights into ServiceNow’s broader initiatives.

· Cross-Functional Collaboration: Partner closely with Sales, Account Management, and other internal stakeholders to align on strategy and ensure a cohesive experience for customers. Work collaboratively across teams to drive seamless execution and successful outcomes.

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
   
• Experience in SaaS or IT Industry: Ideally experience working within the public sector industry

• 8+ years of experience working in a technology-driven, consultative environment where you’ve helped customers deploy and derive value from digital solutions.

• Proven Customer Success Track Record: A history of driving successful business outcomes for customers, ensuring high levels of satisfaction, adoption, and renewal.

• Relationship Building: Strong interpersonal skills with a proven ability to build and maintain relationships with senior customer stakeholders, including C-level executives.

• Analytical & Problem-Solving Skills: Strong quantitative analysis abilities, with a knack for assessing customer needs and identifying opportunities for improvement or expansion. Comfortable using data to drive decision-making .

• Entrepreneurial Mindset: A creative, high-energy, self-starter who thrives in fast-paced,ambiguous and dynamic environments. Ability to manage multiple initiatives independently and drive initiatives to completion.

• Collaborative and Cross-Functional: A team player with the ability to work across various internal functions (Sales, Product, Support) to ensure alignment and success for the customer.

• Excellent Communication: Exceptional written and verbal communication skills. Comfortable presenting to senior stakeholders, both internally and externally, and able to tailor communication for different audiences.

• Must be eligible for full UK security clearance.