FAQs
What is the primary role of a Customer Success Manager at ServiceNow?
The primary role of a Customer Success Manager at ServiceNow is to act as an advocate for customers, overseeing a portfolio of customers to help them achieve their business outcomes and foster greater adoption and usage of ServiceNow products through prescriptive guidance and best practices.
What qualifications are required to be successful in this role?
To be successful in this role, candidates should have 3+ years of experience providing customer professional services or related business support, the ability to provide independent comprehensive services, experience in issue resolution through analysis, collaborative working experience, and familiarity with digital transformation or project management. ServiceNow accreditations or certifications are a plus.
What kind of environment does ServiceNow promote for its employees?
ServiceNow promotes an inclusive environment where all voices are heard, valued, and respected. The company encourages candidates from varied and non-traditional backgrounds to apply, valuing transferable skills and the desire to dream big.
How does the Customer Success Manager ensure that customers receive maximum value from ServiceNow products?
The Customer Success Manager ensures that customers obtain maximum value from their ServiceNow investment by monitoring customer engagement, understanding their needs and challenges, promoting ServiceNow customer success stories, and working with internal teams to enhance product adoption and address escalated issues quickly.
What are some of the responsibilities of the Customer Success Manager?
Key responsibilities include overseeing customer outcomes engagement, ensuring customers are technically healthy, identifying support criteria, promoting success stories, maximizing usage of licenses, collaborating with teams to improve product adoption, resolving client issues, and building strong customer relationships.
What kind of compensation and benefits can a Customer Success Manager expect?
A Customer Success Manager can expect a base pay ranging from $84,200 to $139,000, along with equity (when applicable), variable compensation, health plans, retirement plans, flexible spending accounts, and various family leave programs, subject to eligibility requirements.
Is there flexibility in the work environment at ServiceNow?
Yes, ServiceNow leads with flexibility and trust in its distributed world of work, allowing for a more adaptable work environment for its employees.
How can a candidate request reasonable accommodation during the application process?
A candidate requiring reasonable accommodation can contact ServiceNow by email at talent.acquisition@servicenow.com for assistance with the application process.
Does ServiceNow provide equal employment opportunities to all applicants?
Yes, ServiceNow is an Equal Employment Opportunity Employer, considering all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, gender identity, or other protected categories.