Expressions of Interest: Principal Customer Success Manager

Expressions of Interest: Principal Customer Success Manager - A key member of the Customer Success team, guiding customers on their post-sale journey to maximize the value of their ServiceNow investment.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• Experience in SaaS or IT Industry: Strong knowledge of ServiceNow or similar SaaS platforms.
• 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.

Benefits

• 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.