Senior Customer Success Manager

As a Senior Customer Success Manager, you will be a trusted advisor and single point of contact for your portfolio of customers, guiding them on their post-sale journey to maximize the value of their ServiceNow investment. You will build strategic, long-term relationships with customers, drive adoption, and ensure business outcomes are achieved through personalized guidance, data-driven insights, and continuous collaboration with internal teams.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• Fluent C-level German and English
• Experience in SaaS or IT Industry: Strong knowledge of ServiceNow or similar SaaS platforms.
• 8+ years of experience working in a technology-driven, consultative environment where you’ve helped customers deploy and derive value from digital solutions.
• Proven Customer Success Track Record: A history of driving successful business outcomes for customers, ensuring high levels of satisfaction, adoption, and renewal.
• Relationship Building: Strong interpersonal skills with a proven ability to build and maintain relationships with senior customer stakeholders, including C-level executives.
• Analytical & Problem-Solving Skills: Strong quantitative analysis abilities, with a knack for assessing customer needs and identifying opportunities for improvement or expansion. Comfortable using data to drive decision-making.
• Entrepreneurial Mindset: A creative, high-energy, self-starter who thrives in fast-paced,ambiguous and dynamic environments. Ability to manage multiple initiatives independently and drive initiatives to completion.
• Collaborative and Cross-Functional: A team player with the ability to work across various internal functions (Sales, Product, Support) to ensure alignment and success for the customer.
• Excellent Communication: Exceptional written and verbal communication skills. Comfortable presenting to senior stakeholders, both internally and externally, and able to tailor communication for different audiences.

Benefits

• Work Personas: We approach our distributed world of work with flexibility and trust.
• Equal Opportunity Employer: ServiceNow is an equal opportunity employer.
• Accommodations: We strive to create an accessible and inclusive experience for all candidates.
• 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.