Customer Success Manager

Job Description

As part of the Customer Success team, you will be responsible for engaging with our customers to ensure their success on their ServiceNow journey. You will act as a trusted advisor, working closely with customers to understand their business needs and challenges.

We are looking for someone who is passionate about customer success and utilizes their interpersonal skills to build strong customer relationships. Your role will involve working with customers and the account team to enhance their post-sale experience, driving consumption, adoption, and customer satisfaction through standardized services and best practices.

What will you do in this role?

• Oversee Customer Success engagement for customers in your portfolio, understanding their needs and challenges
• Lead the Success Squad and work towards achieving business outcomes for your customers
• Coordinate meetings, action items, and overall customer management using our Impact Digital Experience
• Educate... customers on available resources
• Develop mutual customer success plans
• Conduct regular touchpoints to ensure deliverables are met and resources are utilized effectively
• Promote ServiceNow customer success stories and processes
• Ensure customers maximize the value of their ServiceNow investment and licenses
• Collaborate with ServiceNow stakeholder teams to drive product adoption and growth
• Provide internal customer updates and address any issues promptly
• Collaborate and share knowledge with the EMEA CSM Team

Qualifications

What will define success?

Celebrating successes, both internally and for customers, contributes to a rewarding work experience. While we offer thorough onboarding, you should bring relevant experiences and skills to excel in this role.

To excel in this role, you should have:

• A passion for nurturing customer relationships
• Proficiency in German and English (C level)
• 5+ years of experience, preferably in a consultative customer-facing role
• Ability to address complex issues effectively
• Enjoy working collaboratively across functions
• Project management experience
• Ability to liaise with senior stakeholders
• Creative, energetic, and entrepreneurial mindset
• Knowledge of ServiceNow products or IT (SaaS) industry experience
• Eligibility to work in Germany within the EU

Additional Information

ServiceNow is committed to Equal Employment Opportunities. We value diversity and do not discriminate based on various factors. At ServiceNow, we embrace flexibility and trust in our work culture. For any accommodation needs during the application process, please reach out to us directly.

ServiceNow is dedicated to complying with regulations regarding technical data access. Please note fraudulent job postings are prevalent, and caution is advised when applying for roles. All legitimate ServiceNow job listings are available through the ServiceNow Careers site