ServiceNow Customer Success Manager (CSM)

ICONMA is an IT services and consulting company seeking a ServiceNow Customer Success Manager to support customers remotely. The role manages a portfolio of customers, drives ServiceNow adoption and value realization, coordinates onboarding and success planning, resolves escalated issues, and serves as a trusted customer advocate while collaborating with sales, product, and support teams.

Responsibilities:

• Oversee the customer outcomes engagement for customers in your portfolio, understanding each customer's needs and challenges
• Ensure customers are technically healthy and on the most recent version of our product
• Identify criteria for assisting your customers by using Success Plays in the Success Platform
• Promote ServiceNow customer success stories and processes
• Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses
• Work with ServiceNow teams to improve product adoption and increase footprint
• Ensure any escalated client issues are resolved quickly, using resources from across the company ecosystem
• Act as a customer advocate within the company, ensuring that customer perspectives and needs are represented in decision-making processes
• Build and maintain strong relationships with customers, becoming a trusted advisor and advocate for their needs
• Oversee a diverse customer portfolio and ensure execution of structured deliverables; moving them along their Success Path by linking customer’s business objectives, capabilities and success metrics
• Ensure onboarding completion via CS Guide team, and focus on success planning through predefined process, ensuring a smooth transition for new customers
• Drive recommendations and next steps based on Customer goals across ServiceNow’s success offering
• Effective at identifying internal teams to help drive ultimate customer success, such as with Sales, Product and Support teams to resolve issues and mitigate risks
• Evaluate customer maturity level, and any existing blockers to their adoption, addressing roadblocks with customers and giving appropriate recommendations to improve adoption and business value
• Conduct effective customer interactions including kick off calls to review deliverables, timelines and expected outcomes, and check-ins to ensure platform usage aligns with best practice and lead period reviews to track success metrics alongside Customer Impact Plan (CIP)
• Support high level customer advocacy by promoting success stories and use cases

Requirements:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry
• 3+ years of experience providing customer professional services or related business support
• Ability to provide independent comprehensive services
• Experience resolving issues through analysis
• Comfortable with learning and explaining technical products or services
• Ability to manage multiple customers and priorities simultaneously
• Works well in a collaborative team environment, partnering with sales, product, and support teams
• Applies AI tools to streamline workflows, generate insights, and support strategic initiatives under guidance
• Understands core AI concepts, ethical considerations, and platform capabilities, and can explain their application in customer contexts with support
• 12.00 Years of Experience
• ServiceNow accreditations or certifications a plus
• Strategic technology industry knowledge
• Familiarity with digital transformation or project management