Sr Customer Success Manager

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.

Job Description

Role Overview :

The Senior Customer Success Manager — Banking is the primary orchestration lead for customers using Service Now Impact. Managing a portfolio of banking customers, you will serve as a trusted advisor who applies Service Now best practices and industry insight to align platform capabilities with each customer’s business, regulatory, and transformation priorities. You will coordinate the resources needed to accelerate adoption, increase effective product use, and deliver measurable business outcomes that maximize the value of the customer’s Service Now investment.

The Senior Customer Success Manager owns the Customer Impact Plan, aligning Service Now activities, Impact entitlements, adoption milestones, and success measures to customer goals and key performance indicators. They act as an advocate for our customers to drive engagement and accountability, lead periodic business reviews, refine the plan as priorities change, and communicate progress to executive and operational stakeholders. Success is measured by value realization, adoption, platform health, satisfaction, retention, and the strength of the long-term customer relationship.

Job Responsibilities:

Manage a portfolio of banking customers, building trusted relationships from practitioner to C-level and aligning Service Now solutions to multi-year transformation goals and measurable business outcomes. Develop and manage Customer Impact Plans that align Service Now capabilities, Impact entitlements, adoption priorities, key performance indicators, and transformation roadmaps. Apply banking industry knowledge to help customers address operational resilience, regulatory compliance, risk, cybersecurity, customer and employee experience, technology modernization, and responsible AI adoption.

Drive adoption and self-sufficiency by coaching customers on the Service Now Platform, governance, and best practices to strengthen their internal capabilities. Lead governance meetings, workshops, executive business reviews, and on-site sessions that advance customer priorities and demonstrate value. Monitor customer health, anticipate and mitigate risk before renewal, and mobilize cross-functional teams to resolve critical issues and escalations. Orchestrate Service Now teams and strategic partners, including Product, and Support, to align commitments, and delivery to influence long-term account strategy.

Advocate for customers by communicating feedback, patterns, and industry needs while managing competing priorities with clear documentation and consistent follow-through. Qualifications

Qualifications:

5+ years of success in Customer Success or a consultative technology role, driving measurable gains in adoption, value realization, satisfaction, and retention. Proven ability to turn ambitious customer goals into actionable success plans, adoption roadmaps, governance, and measurable outcomes. SaaS or IT expertise, with the ability to translate Service Now or comparable enterprise platform capabilities into clear business value. A strong record of guiding…