Role Overview
The Experienced Customer Success Manager (CSM) is the senior practitioner level in the CSM job family. You will own consumption and adoption outcomes across a smaller portfolio of higher-ACV, more complex customers, operating with expert autonomy across the competencies and engaging credibly at senior Director and VP level when the situation demands.
What You Will Do
You will own consumption and adoption outcomes across a smaller portfolio of higher-ACV, more complex customers; deploy expert business acumen and stakeholder presence to drive real, measurable value per account.
Why It Might Be a Fit
This role requires you to have 5+ years of related experience in customer success, strategic advisory, consulting, technical account management, or SaaS — with a proven track record of autonomous delivery at scale or in higher-complexity accounts.
Requirements
- 5+ years of related experience in customer success, strategic advisory, consulting, technical account management, or SaaS
- Expert-level capability with AI tools and agents
- Expert business acumen across multiple industries
- Presence and credibility at senior Director level routinely
- Command-and-control instincts
- Deep familiarity with ServiceNow platform architecture, AI governance, Control Tower activation, and integration strategy
- Demonstrated mentoring capability
- Proven track record of shaping practice locally
- Outstanding communication and presentation skills
To apply for this job please visit jobs.smartrecruiters.com.
Follow us on social media