Senior Customer Success Manager

Randstad Digital Americas provides digital and technology services and is seeking a Senior Customer Success Manager. The role oversees customer engagement and outcomes, ensures technical health and product adoption, maximizes the value of ServiceNow investments, and coordinates issue resolution and strategic projects across teams.

Responsibilities:

• Oversee the engagement and outcomes for customers in your portfolio
• Ensure customers are technically healthy and on the most recent version of our product
• Leverage existing Success Plays to assist customers, but also assist new Success Plays
• Work with customers to create new use case/success stories
• Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses
• Guide other ServiceNow teams to address customer issues
• Oversee projects identified by leaders
• Ensure any escalated clients are resolved quickly, using resources from across the company ecosystem

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
• Minimum 7 years of related work experience; OR equivalent work experience
• Creativity with comfort running projects independently
• Improve complex issues through analysis and resolution
• Succeed in working collaboratively
• Ability to provide independent comprehensive services
• Experience resolving issues through analysis
• Strategic technology industry knowledge
• Comfortable with learning and explaining technical products or services
• Ability to manage multiple customers and priorities simultaneously
• 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
• ServiceNow accreditations or certifications a plus