Customer Success Manager

4 weeks ago

Sydney, New South Wales, Australia ServiceNow Full time
Accelerate Time to Value with ServiceNow

At ServiceNow, we're on a mission to make the world work better for everyone. As a Customer Success Manager, you'll play a critical role in helping our customers achieve their goals and maximize the value of our innovative AI-enhanced technology.

Key Responsibilities:
  • Oversee a small group of strategic accounts and ensure they're technically healthy and on the most recent version of our product.
  • Proactively identify customer needs and offer tailored solutions and support to enhance the overall experience.
  • Regularly connect with customers to listen and learn, so we may continue enhancing the overall Impact Guided customer experience.
  • Manage communication, address concerns, and support peers to help mitigate escalations and renewal risk.
  • Identify, propose, and execute innovation projects to drive customer success.
  • Take responsibility for the delivery and reporting of all major programs, projects, and initiatives that involve the GEO Guided team using ServiceNow SPM & CWM applications.
Requirements:
  • 5+ years of related work experience in Customer Success, Project Management, and/or SaaS companies.
  • Ability to take full ownership of customer portfolio, act with autonomy, and make key decisions to drive effective customer outcomes.
  • Ability to effectively drive and influence conversations with various stakeholders and leadership levels.
  • Ability to leverage data and analytics to make informed decisions and provide recommendations that drive achievement of customer business objectives.
  • Proven ability to collaborate effectively with cross-functional teams.
  • Committed to continuous learning, ongoing professional development, and staying abreast of industry trends and emerging technologies.
  • Proven strategic advisory skills to help provide best practices to optimize ServiceNow environment and accelerate time to value and growth.
  • Passionate about customers and value realization.
  • Outstanding communication and presentation skills.
  • ServiceNow experience and/or certifications highly regarded.

We're an equal opportunity employer and welcome candidates from diverse backgrounds. If you're passionate about customer success and value realization, we encourage you to apply.

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