Senior Customer Success Manager

Role Overview

The Senior Customer Success Manager will serve as a trusted advisor to banking customers, applying ServiceNow best practices and industry insight to align platform capabilities with each customer’s business, regulatory, and transformation priorities. They will coordinate resources to accelerate adoption, increase effective product use, and deliver measurable business outcomes.

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

The ideal candidate will have 5+ years of success in Customer Success or a consultative technology role, driving measurable gains in adoption, value realization, satisfaction, and retention. They will have a strong record of guiding large enterprise customers and earning credibility with senior and C-level stakeholders.

Requirements

• 5+ years of success in Customer Success or a consultative technology role
• Proven ability to turn ambitious customer goals into actionable success plans, adoption roadmaps, governance, and measurable outcomes
• SaaS or IT expertise
• 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

Benefits

• Base pay of $113,700 – $199,000
• Equity (when applicable)
• Variable/incentive compensation
• Health plans, including flexible spending accounts
• 401(k) Plan with company match
• ESPP
• Matching donations
• Flexible time away plan
• Family leave programs

Tagged as: Compensation Design