Customer Success Manager

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.

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

Qualifications

• 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

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