Senior Customer Success Manager
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Key skills for this role
About the Role
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.
Key Skills for This Role
Responsibilities
- Own a portfolio of customers and guide them through the post sale experience
- Drive adoption and product utilization across accounts
- Develop personalized success plans with clear milestones and outcomes
- Proactively monitor customer health and address risks
- Partner with Sales and Account Management teams
Requirements
- Experience in customer success or account management
- Ability to build trusted advisor relationships with key stakeholders
- Strong communication and presentation skills
Full Job Posting
Role Overview
- 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.
- You will build strategic, long term relationships with customers, drive adoption, and ensure business outcomes are achieved.
What You Get to Do in This Role
- Drive Business Outcomes: Own a portfolio of customers, guiding them through the entire post sale experience.
- Strategic Guidance: Build trusted advisor relationships with key stakeholders at multiple levels.
- Customer Success & Adoption: Drive adoption and product utilization across your accounts.
- Create Tailored Success Plans: Develop personalized success plans for each customer.
- Lead Issue Resolution: Proactively monitor customer health, addressing potential risks.
- Drive Innovation and Advocacy: Be a champion for ServiceNow, sharing customer success stories.
- Cross Functional Collaboration: Partner closely with Sales, Account Management, and other internal stakeholders.
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