Customer Success Manager- Retail & Hospitality

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. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Role Overview  

The Customer Success Manager (CSM) is the primary point of contact and orchestration lead for all matters related to Impact features and benefits, depending on the customer’s Impact package. They drive customer interactions and ensure that the Impact Team meets the timelines and deliverables outlined in the Customer Impact Plan, which defines the key initiatives to help the customer achieve their agreed-upon business outcomes.  

The CSM owns the Customer Impact Plan, overseeing delivery of Impact packages and driving customer action through an understanding of adoption metrics and alignment to customer KPIs and business goals. They are also responsible for managing critical risks and mitigation strategies, conducting periodic Customer Business reviews with the customer to provide updates, refine the Impact Plan, and report on adoption.  

Ultimately, CSMs aim to ensure customers achieve their desired outcomes and foster a strong relationship to enhance customer satisfaction and retention.  

Job Responsibilities  

1. Oversee the customer outcomes engagement for customers in your portfolio, understanding each customer's needs and challenges.  

1. Ensure customers are technically healthy and on the most recent version of our product.  

1. Identify criteria for assisting your customers by using Success Plays in the Success Platform.  

1. Promote ServiceNow customer success stories and processes.  

1. Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses.  

1. Work with ServiceNow teams to improve product adoption and increase footprint.  

1. Ensure any escalated client issues are resolved quickly, using resources from across the company ecosystem.  

1. Act as a customer advocate within the company, ensuring that customer perspectives and needs are represented in decision-making processes.  

1. Build and maintain strong relationships with customers, becoming a trusted advisor and advocate for their needs.  

1. Oversee a diverse customer portfolio and ensure execution of structured deliverables; moving them along their Success Path by linking customer’s business objectives, capabilities and success metrics.  

1. Ensure onboarding completion via CS Guide team, and focus on success planning through predefined process, ensuring a smooth transition for new customers.  

1. Drive recommendations and next steps based on Customer goals across ServiceNow’s success offering.  

1. Effective at identifying internal teams to help drive ultimate customer success, such as with Sales, Product and Support teams to resolve issues and mitigate risks.  

1. Evaluate customer maturity level, and any existing blockers to their adoption, addressing roadblocks with customers and giving appropriate recommendations to improve adoption and business value.  

1. Conduct effective customer interactions including kick off calls to review deliverables, timelines and expected outcomes, and check-ins to ensure platform usage aligns with best practice and lead period reviews to track success metrics alongside Customer Impact Plan (CIP).  

1. Support high level customer advocacy by promoting success stories and use cases.  

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.  

• 5+ years of experience providing customer professional services or related business support 

• Ability to provide independent comprehensive services  

• Experience resolving issues through analysis 

• ServiceNow accreditations or certifications a plus. 

• Strategic technology and retail/hospitality industry knowledge 

• Familiarity with digital transformation or project management  

• Comfortable with learning and explaining technical products or services  

• Ability to manage multiple customers and priorities simultaneously 

• Works well in a collaborative team environment, partnering with sales, product, and support teams 

• Applies AI tools to streamline workflows, generate insights, and support strategic initiatives under guidance.  

• Understands core AI concepts, ethical considerations, and platform capabilities, and can explain their application in customer contexts with support. 

• ServiceNow accreditations or certifications a plus

FD21

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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