Customer Advocate Manager

Overview

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.

Job Description:

The Customer Advocate Manager is a field-facing individual contributor who serves as the customer s champion during complex delivery challenges and escalations. This role bridges the gap between customer outcomes and internal Service Now execution, ensuring that high-impact delivery blockers are resolved through cross-functional coordination while maintaining unwavering focus on customer success, trust restoration, and accelerated adoption.

The Customer Advocate Manager protects customer relationships, go-live outcomes, and renewal value by rapidly mobilizing the right resources, translating technical complexity into business clarity, and ensuring customers feel heard, supported, and confident throughout challenging delivery scenarios. This role converts escalation experiences into opportunities for deeper customer partnership and systemic delivery improvements.

• Serve as the primary Customer Advocate Manager and single point of accountability during high-impact delivery escalations.
• Establish trust and executive transparency with customers experiencing delivery challenges, ensuring they feel supported and informed throughout resolution.
• Translate technical blockers, platform constraints, and delivery risks into clear business impact and mitigation strategies for customer stakeholders.
• Facilitate customer alignment and expectation management during high-risk delivery scenarios, balancing urgency with realistic resolution paths.

• Mobilize and coordinate resources across Delivery, Product, Engineering, Support, Impact, Sales, and Partners to drive rapid resolution without direct personnel authority.
• Lead triage, prioritization, severity classification, and action tracking for multi-workstream escalations with customer timeline protection as the north star.
• Surface customer impact, adoption risks, and renewal considerations to ensure business context drives technical decision-making.
• Participate in customer-facing escalation calls, technical deep-dives, and executive briefings with focus on transparency and confidence-building.

• Drive day-to-day escalation management through structured RCA (Root Cause Analysis), technical triage, and architectural evaluation.
• Identify and assess technical blockers, integration patterns, data issues, platform constraints, and design decisions impacting customer timelines.
• Evaluate alternative solution paths, workaround strategies, and change-order implications with customer business continuity in mind.
• Document escalation scenarios, resolution paths, and customer commitments to maintain accountability and closure.

• Identify delivery red flags and emerging risks before they escalate, working proactively with delivery teams to course-correct.
• Establish clear escalation intake via CRIR (Critical Risk Intake Request) with rapid triage and prioritization protocols.
• Monitor delivery health signals across assigned accounts or industry verticals, flagging patterns that threaten customer outcomes.

• Convert resolved escalations into reusable playbooks, patterns, knowledge articles, and reference architectures that prevent future customer pain.
• Feed lessons learned back into Now Create methodology, SOW templates, risk assumptions, estimation models, and enablement content.
• Provide structured inputs to Product roadmap reviews,…