Senior Customer Success Manager
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Key skills for this role
About the Role
ServiceNow seeks a Senior Customer Success Manager in Riyadh to drive customer adoption and value from their ServiceNow investment. The role requires 8+ years of experience in a technology-driven consultative environment and the ability to travel to Kuwait weekly.
Key Skills for This Role
Responsibilities
- 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 within the customer organization
- Customer Success & Adoption: Drive adoption and product utilization across your accounts
- Create Tailored Success Plans: Develop personalized success plans for each customer, with clear milestones and outcomes
- Lead Issue Resolution: Proactively monitor customer health, addressing potential risks and escalated issues
- 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
Requirements
- Experience in leveraging or critically thinking about how to integrate AI into work processes
- Must be able to travel to Kuwait weekly
- Experience in SaaS or IT Industry: Strong knowledge of ServiceNow or similar SaaS platforms
- 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
- 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
- Entrepreneurial Mindset: A creative, high energy, self starter who thrives in fast paced, ambiguous and dynamic environments
- Collaborative and Cross Functional: A team player with the ability to work across various internal functions
- Excellent Communication: Exceptional written and verbal communication skills
Full Job Posting
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.
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
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision making, or problem solving.
- Must be able to travel to Kuwait weekly.
- Experience in SaaS or IT Industry: Strong knowledge of ServiceNow or similar SaaS platforms.
- We’re seeking candidates with sector experience across Enterprise industries.
- 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.
- Entrepreneurial Mindset: A creative, high energy, self starter who thrives in fast paced, ambiguous and dynamic environments.
- 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.
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