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 while driving adoption and delivering measurable business outcomes in a remote environment.

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 align ServiceNow capabilities with customer priorities and key performance indicators
• Lead governance meetings and workshops to advance customer priorities and monitor customer health to mitigate risks before renewal

Required qualifications:

• 5+ years of experience in Customer Success or a consultative technology role, demonstrating measurable gains in adoption and retention
• Proven ability to translate customer goals into actionable success plans and measurable outcomes
• Expertise in SaaS or IT, with the ability to convey enterprise platform capabilities as clear business value
• Strong record of engaging with senior and C-level stakeholders in large enterprise environments
• Knowledge of AI tools and responsible use in regulated environments; ServiceNow experience is a plus