ServiceNowRemote
Customer Success Manager - Moveworks
United States of America
Full Time
3 weeks ago
H1B Sponsor Likely
Key skills
Customer SuccessAccount ManagementConsultingSaaSEnterprise customer supportStakeholder managementAI-driven solutionsWorkflow platformsITSMHR systemsEnterprise automationServiceNowChange managementexplain technical solutions in business termsGoAIChange Management
About this role
ServiceNow, through its Moveworks division, is redefining workplace efficiency by integrating AI solutions into various enterprise workflows. The Customer Success Manager will manage a portfolio of mid-market enterprise customers, ensuring they realize long-term value from AI-driven solutions and supporting their engagement and expansion within the ServiceNow ecosystem.
Responsibilities:
- Own and grow a portfolio of 25 or more mid market enterprise customers, guiding them from go live through long-term value realization
- Serve as a trusted advisor to executive sponsors, aligning AI-driven solutions to strategic business outcomes
- Drive adoption, engagement, and expansion of the Moveworks AI Assistant across ServiceNow workflows
- Translate customer business needs into actionable solutions, influencing roadmap and product evolution
- Identify, quantify, and track customer success metrics tied to efficiency, cost savings, and employee experience
- Proactively manage risks, expectations, and change, ensuring customers successfully navigate complex environments
- Act as the voice of the customer internally, sharing insights, feedback, and success stories
- Support renewal and expansion motions by demonstrating ongoing value and business impact
Requirements:
- 5+ years of experience in Customer Success, Account Management, Implementation, or Consulting within SaaS
- Experience supporting medium to large enterprise customers and navigating complex stakeholder environments
- Strong ability to explain technical and AI-driven solutions in clear, business-oriented terms
- Familiarity with workflow platforms, ITSM, HR systems, or enterprise automation (ServiceNow experience a plus)
- Proven ability to build executive relationships and influence outcomes at multiple levels
- Process-oriented mindset with strong problem-solving and change management skills
- Comfortable operating in fast-moving, evolving product environments
- Bachelor's degree or equivalent practical experience
- Willingness to travel approximately 10–25%