Senior Customer Success Manager - Energy, Telco & Media
* Full-time
* Employee Type: Regular
* Region: EMEA - Europe, Middle East and Africa
* Work Persona: Flexible
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. Join us as we pursue our purpose to make the world work better for everyone.
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, drive adoption, and ensure business outcomes are achieved through personalized guidance, data-driven insights, and 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. You will help customers scale their usage and drive innovation while ensuring a seamless experience throughout their ServiceNow partnership.
What You Get to Do in This Role:
* Drive Business Outcomes: Own a portfolio of customers, guiding them through the post-sale experience to achieve business objectives and maximize value.
* Strategic Guidance: Build trusted advisor relationships with key stakeholders, align solutions with their goals, and provide strategic recommendations.
* Customer Success & Adoption: Drive product adoption and utilization, expand use cases, and ensure customer satisfaction and retention.
* Create Tailored Success Plans: Develop and review personalized success plans with milestones and outcomes.
* Lead Issue Resolution: Monitor customer health, address risks and issues proactively, and collaborate for swift resolution.
* Drive Innovation and Advocacy: Share success stories, promote platform impact, and feed insights into broader initiatives.
* Cross-Functional Collaboration: Partner with Sales, Account Management, and other teams for cohesive customer experiences.
To be successful in this role you have:
* Experience integrating AI into work processes, decision-making, or problem-solving using AI tools or automation.
* Strong knowledge of SaaS or IT platforms, especially ServiceNow or similar.
* 8+ years in a technology-driven, consultative environment helping deploy digital solutions.
* Proven success in sectors like Energy, Media, or Telecommunications.
* Track record in driving customer success, satisfaction, and renewals.
* Strong relationship-building skills, including with C-level stakeholders.
* Analytical skills with data-driven decision-making abilities.
* Entrepreneurial mindset, high energy, and ability to manage multiple initiatives.
* Collaborative team player capable of working across functions.
* Excellent communication skills, tailored for diverse audiences.
Right to work in the country and flexible work arrangements are supported. Learn more here.
Equal Opportunity Employer: ServiceNow considers all qualified applicants without discrimination.
Accommodations: We provide accessible application processes; contact [emailprotected] for assistance.
Export Control Regulations: Positions requiring access to controlled tech may need export approval; employment contingent on obtaining necessary licenses.
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