Senior Customer Success Manager
External
Servicenow · Canberra, AustraliaFull-timeOn-site3d ago
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Responsibilities
- Own end-to-end post-sale engagement across your portfolio - serving as the primary point of accountability for customer outcomes
- Build trusted relationships at and above platform manager level
- Develop and maintain effective customer success plans that track adoption, value realisation, and platform health
- Partner closely with the renewals team, providing the customer context needed to drive strong renewal outcomes
- Orchestrate the right internal resources - account executives, solution consultants, platform architects, support account managers, expert services, and product - to resolve challenges and unlock new value for customers
- Engage across the full impact lifecycle: from ensuring customers are technically healthy and on current platform versions, through to identifying expansion opportunities and passing them to the account team
Requirements
- A practical approach to integrating AI into workflows, decision-making, and problem-solving - whether through AI-powered tools, automation, or data-driven insights
- 7+ years in customer success, or a closely adjacent role (enterprise SaaS experience, ServiceNow platform knowledge or certification is a significant advantage)
- Experience managing strategic, complex accounts - you are comfortable engaging at executive level and navigating large organisations with competing priorities
- A track record of driving measurable outcomes: adoption, renewal, expansion, or customer satisfaction
- Strong orchestration skills - you know how to mobilise internal teams, manage competing priorities, and keep multiple workstreams moving without losing the thread
- Ability to obtain and maintain an Australian Government Baseline Security Clearance.
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- Equal Opportunity Employer
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Benefits
Health insuranceRemote work optionsFlexible schedule
Additional Information
As a Senior Customer Success Manager at ServiceNow, you are the strategic centre of gravity for your customers. You will own a portfolio of enterprise accounts - guiding them through deep platform knowledge, trusted relationships, and proactive orchestration across ServiceNow's internal teams.
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