Sr Customer Success Manager

ServiceNow is an AI platform company that brings together AI, data, and workflows to help businesses work smarter and faster. The Senior Customer Success Manager — Banking leads customer success for a portfolio of banking customers using ServiceNow Impact, aligning platform adoption and customer impact plans with transformation goals. The role drives measurable outcomes through trusted advising, governance, executive engagement, risk management, and cross-functional orchestration.

Responsibilities:

• Manage a portfolio of banking customers, building trusted relationships from practitioner to C-level and aligning ServiceNow solutions to multi-year transformation goals and measurable business outcomes
• Develop and manage Customer Impact Plans that align ServiceNow capabilities, Impact entitlements, adoption priorities, key performance indicators, and transformation roadmaps
• Apply banking industry knowledge to help customers address operational resilience, regulatory compliance, risk, cybersecurity, customer and employee experience, technology modernization, and responsible AI adoption
• Drive adoption and self-sufficiency by coaching customers on the ServiceNow Platform, governance, and best practices to strengthen their internal capabilities
• Lead governance meetings, workshops, executive business reviews, and on-site sessions that advance customer priorities and demonstrate value
• Monitor customer health, anticipate and mitigate risk before renewal, and mobilize cross-functional teams to resolve critical issues and escalations
• Orchestrate ServiceNow teams and strategic partners, including Product, and Support, to align commitments, and delivery to influence long-term account strategy
• Advocate for customers by communicating feedback, patterns, and industry needs while managing competing priorities with clear documentation and consistent follow-through

Requirements:

• 5+ years of success in Customer Success or a consultative technology role, driving measurable gains in adoption, value realization, satisfaction, and retention
• Proven ability to turn ambitious customer goals into actionable success plans, adoption roadmaps, governance, and measurable outcomes
• SaaS or IT expertise, with the ability to translate ServiceNow or comparable enterprise platform capabilities into clear business value
• A strong record of guiding large enterprise customers and earning credibility with senior and C-level stakeholders
• Executive presence and exceptional communication, facilitation, analytical, and problem-solving skills
• Ability to mobilize cross-functional teams, navigate complexity, and deliver results across multiple customers and priorities
• Knowledge of AI tools, governance, privacy, model risk, and responsible use in regulated environments
• ServiceNow experience and credentials are a plus