Senior Customer Success Manager

Job Summary

Managing a portfolio of banking customers, the full-time Senior Customer Success Manager will serve as a trusted advisor, aligning ServiceNow solutions with customer goals and driving adoption to maximize the value of their investment while working remotely.

Key responsibilities:

• Build and maintain trusted relationships with banking customers, aligning ServiceNow solutions to their multi-year transformation goals
• Develop and manage Customer Impact Plans that integrate ServiceNow capabilities with key performance indicators and transformation roadmaps
• Lead governance meetings and business reviews to advance customer priorities and demonstrate the value of ServiceNow products

Required qualifications:

• 5+ years of experience in Customer Success or a consultative technology role with a focus on measurable gains in adoption and retention
• Proven ability to create actionable success plans and adoption roadmaps for large enterprise customers
• Expertise in SaaS or IT, with the ability to articulate business value from ServiceNow or comparable platforms
• Experience engaging with senior and C-level stakeholders, demonstrating executive presence and strong communication skills
• Knowledge of AI tools and governance in regulated environments; ServiceNow experience is a plus