Job Description The role of the Customer Success Manager is to lead the ServiceNow success engagement for our customers. You will oversee a portfolio of customers and help them achieve their desired business value, drive greater adoption and consumption of the ServiceNow platform. You will bring ServiceNow's best practices, resources, innovations, and capabilities to bear in order to help customers achieve their goals. The ideal candidate will be customer-focused, have solid business acumen, possess excellent communication and problem-solving skills and have a passion for business transformation. Key Responsibilities: Leadership: Manage the success engagement for all customers in your portfolio Understand the customers vision, goals and challenges and translate this into a plan and execute against this plan to drive adoption of the platform Delegate and coordinate activities as per the plan by engaging with internal resources Build and maintain strong relationships with assigned customers at all levels, serving as their primary point of contact for post-sale activities Work in tandem with the account team to develop strategic vision for your accounts Business Value, Adoption and Renewal: Collaborate with internal ServiceNow team members to improve product adoption, value and platform health Conduct regular business reviews to communicate progress to all relevant customer stakeholders Ensure any escalated client issues are resolved quickly, using resources from across the company ecosystem Ensure the value of the platform is clearly demonstrated and ensure you have demonstrated how impact activities supported the customer to deliver their business objectives Identify potential renewal risks and proactively address them by collaborating with internal teams Business Acumen Understand how your customer’s business is structured and how it operates, and at a high level understand how ServiceNow products transform their business. Use the value framework to identify opportunities for growth and collaborate with the account teams with needed.