As a Customer Success Manager within our customer success organization, you execute product adoption, expansion, and retention activities to support a healthy customer base. As a core contributor to the team, you are responsible for customer onboarding, adoption, and long‑term success, working closely with the Customer Success team and cross‑functional partners to ensure seamless customer experiences and high customer satisfaction.
Job Responsibilities
- Executes product adoption, expansion, and retention activities to support a healthy customer base
- Provides customer assistance during regular account meetings, including addressing inquiries, troubleshooting challenges, and documenting complex issues for Product and Engineering teams
- Leads new customers through onboarding, initial setup, and configuration of products to meet their business needs
- Utilizes ServiceNow to manage customer requests, incidents, and change activities, ensuring accurate documentation, timely resolution, and visibility for stakeholders
- Partners with internal teams to translate customer needs into actionable requirements within ServiceNow workflows and processes
- Tracks and analyzes key success metrics to measure customer health, identify improvement opportunities, and prepare reports highlighting outcomes and areas of opportunity for internal stakeholders
Required Qualifications, Capabilities, and Skills
- Experience (or equivalent expertise) in Customer Success or a related domain
- Experience working with ServiceNow, including case, incident, request, or workflow management to support customer‑facing processes
- Demonstrated ability to deliver exceptional customer service with a strong customer‑first mindset
- Proven experience engaging customers through clear, professional verbal and written communication, with the ability to explain complex concepts simply
- Strong technical aptitude, including the ability to troubleshoot basic technical issues and guide customers through structured problem‑solving
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
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