Senior Customer Success Manager – Banking

Role Overview

The Senior Customer Success Manager — Banking is the primary orchestration lead for customers using ServiceNow Impact. Managing a portfolio of banking customers, you will serve as a trusted advisor who applies ServiceNow best practices and industry insight to align platform capabilities with each customer’s business, regulatory, and transformation priorities.

What You Will Do

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.

Why It Might Be a Fit

Success is measured by value realization, adoption, platform health, satisfaction, retention, and the strength of the long-term customer relationship. The Senior Customer Success Manager owns the Customer Impact Plan, aligning ServiceNow activities, Impact entitlements, adoption milestones, and success measures to customer goals and key performance indicators.

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.

Benefits

• Dental insurance
• Vision insurance
• Health insurance
• 401(k) or retirement plan
• Paid time off
• Wellness programs
• Professional development opportunities