Remote opportunity at
ServiceNowSr Customer Success Manager
ServiceNow is an enterprise software company whose AI platform is used to automate work across large organizations. This Senior Customer Success Manager position covers banking clients…
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About This Role
ServiceNow is an enterprise software company whose AI platform is used to automate work across large organizations. This Senior Customer Success Manager position covers banking clients that use the ServiceNow Impact offering. The manager coordinates work for a portfolio of banks and serves as a trusted adviser who ties platform features to each bank's business, regulatory and transformation goals. Each account has a Customer Impact Plan, which the manager writes…
Job Description
ServiceNow is an enterprise software company whose AI platform is used to automate work across large organizations. This Senior Customer Success Manager position covers banking clients that use the ServiceNow Impact offering. The manager coordinates work for a portfolio of banks and serves as a trusted adviser who ties platform features to each bank's business, regulatory and transformation goals.
Each account has a Customer Impact Plan, which the manager writes and maintains. The plan lines up ServiceNow work, Impact entitlements, adoption checkpoints and success measures with the client's aims and key metrics. As priorities shift, the manager updates the plan, arranges the resources needed to grow product use, runs regular business reviews, and reports progress to executives and operational leaders.
Industry knowledge matters here. The manager helps banks with operational resilience, regulatory compliance, risk management, cyber defense, customer and employee experience, modernization, and responsible AI adoption. The job also involves coaching clients on platform governance and practice so their own teams grow more capable, and running governance sessions, workshops and on-site meetings.
Results are judged by the value clients realize, how well they adopt the product, platform health, satisfaction, retention and how durable the relationship is. The manager tracks account health, works to lower risk before renewal, and assembles teams for critical escalations. The listing is marked remote, and the posting says work arrangements are assigned by ServiceNow according to role and location. Base pay for positions in this location is listed at USD 113,700 to 199,000.
Responsibilities
- Manage a banking portfolio and build trust from practitioners up to C-level executives.
- Write and maintain Customer Impact Plans that connect capabilities, entitlements, adoption priorities and roadmaps.
- Bring banking expertise to resilience, compliance, risk, cybersecurity, experience and responsible AI questions.
- Coach clients on platform governance and practice so their internal teams can take over more work.
- Run governance meetings, workshops, executive reviews and on-site sessions.
- Watch account health, head off renewal risk early, and assemble teams to resolve escalations.
- Align ServiceNow product, support and partner teams around account commitments and strategy.
- Pass along customer feedback and industry needs with careful notes and steady follow-up.
Requirements
- Five or more years of customer success work, or consultative tech roles, with measurable gains in adoption, value and retention.
- Skill at converting ambitious client goals into success plans, adoption roadmaps and measurable results.
- SaaS or IT background, and the ability to describe enterprise platform capabilities in business terms.
- Track record guiding large enterprise clients and earning trust with senior and C-level leaders.
- Executive presence, plus strong facilitation, communication, analysis and problem solving.
- Ability to rally cross-functional teams across several clients and priorities.
- Understanding of AI tooling, governance, privacy, algorithmic risk, plus responsible handling in heavily supervised sectors.
Qualifications
- ServiceNow experience or credentials.
Core Skills
Benefits
- Health coverage, including flexible spending accounts.
- 401(k) with an employer match, plus an employee share purchase plan.
- Donation matching, flexible time away and family leave programs.
- Equity where applicable, plus variable or incentive pay.
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this role remote?
The listing is marked remote. The posting says work arrangements depend on role and location and are assigned by ServiceNow.
What is the base pay range?
The posting gives base pay of USD 113,700 to 199,000 for positions in this location, plus equity when applicable and variable compensation. Actual pay depends on qualifications and other factors.
What experience is required?
The posting asks for 5 or more years of customer success work or consultative tech roles.
How do I apply?
The posting text does not describe the application steps.
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