ServiceNow seeks a Principal Customer Success Manager (Senior Success Advocate) to act as a strategic advocate for our customers. In this role, you will oversee a portfolio to help customers achieve their business outcomes and foster greater adoption and usage of ServiceNow products. You will be instrumental in ensuring customers obtain the maximum value from their investment.
What You'll Do
- Oversee the engagement and outcomes for customers in your portfolio.
- Assign activities to other team members to achieve outcomes.
- Ensure customers are technically healthy and on the most recent version of our product.
- Guide development of new Success Plays.
- Work with customers to create new use cases and success stories.
- Ensure customers obtain the maximum value from their ServiceNow investment and use their licenses.
- Guide other ServiceNow teams to address customer issues.
- Identify and own new projects.
- Reduce number of escalated customers.
- Guide best practice development and mentor or guide junior team members.
- Help with recruiting.
What We're Looking For
- 10+ years of related work experience; OR equivalent work experience.
Nice to Have
- ServiceNow certifications.
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
Work Mode
This is a hybrid position based in LATAM - Latin America.
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.
