Renewal Account Manager

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 — Service Now 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.

What you get to do in this role:

• Negotiate all facets of renewal contracts. Develop win/win negotiation strategies that maximize contract value while enhancing the customer relationship and the value they are realizing from Service Now.
• Identify customer needs and demonstrate account management capabilities to guide renewal closure.
• Maintain understanding Service Now licensing models to provide both sales and customers assistance in licensing discussions.
• Monitor customer health metrics to identify risks. Develop risk mitigation strategies and guide appropriate actions with partner teams.
• Work with wider team to provide regular and accurate updates on renewal status to management and engage with partner teams.
• Engage customer in conversations around renewal readiness, timing and general customer needs.
• Connect with customers on multi-year contracts to ensure continued engagement and customer value realization.
• Present renewal proposal(s) and options to customer and notify customer of upcoming contract expiration.
• Work with Legal, Deals Desk and Sales Operations to resolve complex issues regarding approval and finalization of executable OF.
• Partner with our Customer Success organization to review customer value achievement to achieve customer product adoption and high use.

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 demonstrated success in a Renewal Account Management or Customer Success capacity.
• Experience leading customer retention and adoption of a SaaS product for complex accounts/territories.
• Advanced proficiency with contract renewal processes.
• Experience building relationships with peers and partners.
• Excellent customer management skills; including sales, account management, and customer service.
• Personal initiative to identify areas of process improvement and efficiency.
• Strong work ethic and quota achievement.
• Deep expertise with a SaaS model focused on enterprise software preferred.

For positions in this location, we offer a base pay of $82,320 - $135,870, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location.

We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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 Service Now employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, Service Now may confirm the distance between your primary residence and the closest Service Now office using a third‑party service.

Equal Opportunity Employer

Service Now is an equal opportunity employer. All qualified applicants will receive consideration…