Senior Customer Success Manager

Senior Customer Success Manager, Moveworks Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, Service Now is the AI control tower for business reinvention. Our Service Now AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better.

We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

As a Senior Customer Success Manager on our EMEA team, you sit at the crossroads of innovation, enterprise scale, and real-world impact. With Moveworks and Service Now now operating as one company, you play a pivotal part in a shared vision: bringing the front door of AI to every employee while strengthening enterprise workflows through the Moveworks AI Assistant, powered by the Service Now platform.

But this is not a mature, playbook-driven region. EMEA is early-stage and lean. You will be one of a small team covering a large, multi-country, multi-language territory — building the motions, playbooks, and processes that don't yet exist rather than inheriting them. You'll operate with less structure and support than you might expect from a company of this size, and you'll wear several hats at once: strategist and operator, trusted advisor to executives, internal advocate for the customer, and driver of adoption, value, and long-term partnership.

If you're energized by ambiguity and by being first-in-region, this is your kind of role. If you want a defined process and a deep bench behind you, it isn't.

Moveworks, now part of Service Now, is redefining how work gets done. Together, we combine Moveworks' industry-leading AI Assistant with Service Now's world-class workflow platform to deliver instant, intelligent support across IT, HR, Finance, and beyond. Our mission is simple and ambitious: make work better for people — resolving employee needs instantly, automating complex workflows, and enabling enterprises to operate faster, smarter, and at scale.

• Own and grow a portfolio of strategic customers, guiding them from go-live through long-term value realization
• Serve as a trusted advisor to executive sponsors, aligning AI-driven solutions to strategic business outcomes
• Drive adoption, engagement, and expansion of the Moveworks AI Assistant across Service Now workflows
• Build the EMEA success motion as you go — creating playbooks, frameworks, and repeatable processes where none exist today, and sharing them across the team
• Translate customer business needs into actionable solutions, influencing roadmap and product evolution
• Identify, quantify, and track customer success metrics tied to efficiency, cost savings, and employee experience
• Proactively manage risk, expectations, and change across diverse regional and cultural contexts
• Act as the voice of the customer internally, sharing insights, feedback, and success stories
• Support renewal and expansion motions by demonstrating ongoing value and business impact

• 6+ years in Customer Success, post-sales Account Management, Implementation, or Consulting within SaaS
• A builder's track record: you’ve created customer success motions, playbooks, or processes from scratch — not just executed someone else's. You can point to a time you were first-in-region, first-on-an-account, or operating without an established support structure, and made it work
• Comfort with ambiguity: you make confident decisions with incomplete information and stay effective when priorities shift
• Hands‑on fluency with AI in the way you work — using AI‑powered tools, automating workflows, or applying AI‑driven insights — and a point of view on how AI reshapes the functions and industries you serve
• Experience supporting large enterprise customers and navigating complex, multi‑stakeholder environments
• Strong ability to explain technical…