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About the Role

As a Customer Success Manager on our EMEA team, you will be instrumental in bringing the front door of AI to every employee and strengthening enterprise workflows with the Moveworks AI Assistant, powered by the ServiceNow platform. This is an early-stage, lean region where you will build the foundational motions, playbooks, and processes. You will act as a strategist, operator, trusted advisor to executives, internal advocate for the customer, and driver of adoption, value, and long-term partnership in an environment that embraces ambiguity and pioneering spirit.

Responsibilities

Own and grow a portfolio of strategic 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
Build the EMEA success motion by creating playbooks, frameworks, and repeatable processes
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 risk, expectations, and change across diverse regional and cultural contexts
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

5+ years in Customer Success, Account Management, Implementation, or Consulting within SaaS sales eco-system
A builder's track record: experience creating customer success motions, playbooks, or processes from scratch
Comfort with ambiguity: ability to make confident decisions with incomplete information and stay effective when priorities shift
Hands-on fluency with AI in work practices and a point of view on how AI reshapes functions and industries
Experience supporting large enterprise customers and navigating complex, multi-stakeholder environments
Strong ability to explain technical and AI-driven solutions in clear, business-oriented terms
Proven ability to build executive relationships and influence outcomes at multiple levels
Familiarity with workflow platforms, ITSM, HR systems, or enterprise automation (ServiceNow experience a plus)
Comfort working across multiple countries, cultures, and languages
Bachelor's degree or equivalent practical experience
Willingness to travel across the region as needed (variable, typically 10–25%)

Skills

AI-driven solutions
AI Assistant
ServiceNow platform
Workflow platforms
ITSM
HR systems
Enterprise automation

Location

EMEA - Europe, Middle East and Africa

Work Type

Flexible
Remote

Experience Level

5+ years

Education Level

Bachelor's degree or equivalent practical experience

About the Company

ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.
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 mission is simple and ambitious: make work better for people — 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, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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.