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About the Role
The Customer Success Manager acts as an advocate for customers, providing prescriptive guidance to help them achieve goals and foster greater adoption and usage of ServiceNow products. You will oversee your team's engagement with customers in their portfolio.
Responsibilities
- Lead your team to improve technical health, deployment and adoption activities for their portfolio
- Ensure customer needs are met by confirming alerts are addressed and roadblocks are removed
- Manage the portfolio of accounts, hitting goals and driving overall customer success
- Partner with and assign out activities to other team members to achieve outcomes and address customer needs
- Develop new Success Plays
- Work with customers to create new use case/success stories
- Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses
- Reduce number of escalated customers
- Improve best practice development and guide junior team members
Requirements
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
- 7+ years of related work experience; OR equivalent work experience
- Ability to be creative, comfortable running projects independently
- Desire to solve complex issues through analysis and resolution
- Experience leading high functioning teams
- Completed appropriate ServiceNow and other appropriate industry or functional certifications (e.g. Customer Success)
- Must be fluent in Japanese
- Must be authorized to work in Japan
Skills
- AI integration
- Customer Success
Location
- Japan
Work Type
- Flexible
Experience Level
- 7+ years
Education Level
- ServiceNow certifications
- Customer Success certifications
- Other industry or functional certifications
About the Company
- ServiceNow is the AI control tower for business reinvention, bringing together AI, data, and workflows to help businesses work smarter, faster, and better.
- We're building an AI-native culture where technology and talent are unstoppable together.
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.
- 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.