Senior Customer Success Manager - Energy, Telco & Media

Company Description

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.

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 Service Now investment. You will build strategic, long-term relationships with customers, drive adoption, and ensure business outcomes are achieved through personalized guidance, data-driven insights, and continuous collaboration with internal teams.

This role combines strategic thinking, customer relationship management, and operational excellence to ensure customers receive the most value from their Service Now products. You will be instrumental in helping customers scale their usage and drive innovation across their business while ensuring a seamless experience through the full lifecycle of their Service Now partnership.

· 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 Service Now investment.

· Strategic Guidance: Build trusted advisor relationships with key stakeholders at multiple levels within the customer organization. Align Service Now’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 Service Now 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 Service Now, 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 Service Now’s broader initiatives.

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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.

• 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.
• Experience in SaaS or IT Industry: Strong knowledge of Service Now or similar SaaS platforms.
  8+ years of experience working in a technology-driven, consultative environment where you’ve helped customers deploy and derive value from digital solutions.
• Proven background in one or more of the following sectors:
  Energy, Media, or Telecommunications
  .
• 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…