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About the Role

As a Customer Success Manager, you will guide customers through transformational journeys, helping them realize measurable business outcomes by pairing intelligent automation with deeply integrated enterprise workflows. You are both strategist and operator: a trusted advisor to executives, an advocate for the customer internally, and a driver of adoption, value, and long-term partnership.

Responsibilities

• Own and grow a portfolio of 25 or more mid-market enterprise customers, guiding them from go-live through long-term value realization.
• Serve as a trusted advisor to executive sponsors, aligning AI-driven solutions to strategic business outcomes.
• Drive adoption, engagement, and expansion of the Moveworks AI Assistant across ServiceNow workflows.
• Translate customer business needs into actionable solutions, influencing roadmap and product evolution.
• Identify, quantify, and track customer success metrics tied to efficiency, cost savings, and employee experience.
• Proactively manage risks, expectations, and change, ensuring customers successfully navigate complex environments.
• Act as the voice of the customer internally, sharing insights, feedback, and success stories.
• Support renewal and expansion motions by demonstrating ongoing value and business impact.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• 5+ years of experience in Customer Success, Account Management, Implementation, or Consulting within SaaS.
• Experience supporting medium to large enterprise customers and navigating complex stakeholder environments.
• Strong ability to explain technical and AI-driven solutions in clear, business-oriented terms.
• Familiarity with workflow platforms, ITSM, HR systems, or enterprise automation.
• Proven ability to build executive relationships and influence outcomes at multiple levels.
• Process-oriented mindset with strong problem-solving and change management skills.
• Comfortable operating in fast-moving, evolving product environments.
• Bachelor’s degree or equivalent practical experience.
• Willingness to travel approximately 10–25%.

Skills

• AI integration
• AI-powered tools
• Workflow automation
• AI-driven insights analysis
• SaaS
• Technical explanation
• Business-oriented communication
• Workflow platforms
• ITSM
• HR systems
• Enterprise automation
• Executive relationship building
• Problem-solving
• Change management

Location

• APAC - Asia Pacific

Work Type

• Flexible
• Remote

Experience Level

• 5+ years

Education Level

• Bachelor’s degree or equivalent practical experience

About the Company

• ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better.
• Moveworks, now part of ServiceNow, is redefining how work gets done. Together, we combine Moveworks’ industry-leading AI Assistant with ServiceNow’s world-class workflow platform to deliver instant, intelligent support across IT, HR, Finance, and beyond.
• Our shared mission is simple and ambitious: make work better for people. We do this by resolving employee needs instantly, automating complex workflows, and enabling enterprises to operate faster, smarter, and at scale.

Equal Opportunity

• ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
• We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
• For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.