Sr. Customer Success Manager - Enterprise
At a glance
Senior Customer Success role at ServiceNow. San Diego · full-time · no salary stated · we estimate $117,500–$161,500 across the United States.
ServiceNow has not published a salary for this role. The figure below is our estimate, not theirs.
growthroles summary, based on the employer's posting.
What you'll do
- Guide your customer portfolio toward business outcomes and stronger use of the products they purchased
- Check that customers are technically healthy and running the latest product version
- Apply existing Success Plays and help develop new ones, including use cases and success stories
- Coordinate internal teams to resolve customer issues and address escalations quickly
- Lead projects assigned by company leaders and help customers get full value from their licenses
What you bring
- At least seven years of related work experience, or equivalent experience
- You can run projects independently, analyze difficult issues and work through to resolution
- You collaborate effectively and bring creative thinking to your work
- You have experience applying AI to work processes, decisions or problem-solving
- ServiceNow certifications are listed as a qualification
Who this fits
This senior customer success role suits someone comfortable guiding enterprise customers and coordinating across teams. The role is based in San Diego and hybrid.
From the employer
It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, 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. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.
Join us to put AI to work for people.
The role of the Customer Success Manager is to act as an advocate for our customers. You will oversee a portfolio of customers to help them achieve business outcomes and foster greater adoption and usage of the ServiceNow products they have purchased through prescriptive guidance. You will bring ServiceNow's best practices, innovations, and capabilities to help customers achieve their goals.
- You will oversee the engagement and outcomes for customers in your portfolio
- Ensure customers are technically healthy and on the most recent version of our product
- Leverage existing Success Plays to assist customers, but also assist 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
- Guide other ServiceNow teams to address customer issues
- Oversee projects identified by leaders
- Ensure any escalated clients are resolved quickly, using resources from across the company ecosystem
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
- Minimum 7 years of related work experience; OR equivalent work experience
- Creativity with comfort running projects independently
- Improve complex issues through analysis and resolution
- Succeed in working collaboratively
- ServiceNow certifications
FD21
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
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.
Accommodations
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 globaltalentss@servicenow.com for assistance.
Export Control Regulations
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.
From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.
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