Customer Success Manager - HCLS - Remote

Overview

The Customer Success Manager (CSM) is the primary point of contact and orchestration lead for all matters related to Impact features and benefits, ensuring customer satisfaction and retention.

In Short

• Oversee customer outcomes engagement and understand customer needs.
• Ensure customers are on the most recent version of the product.
• Promote customer success stories and processes.
• Maximize customer value from ServiceNow investment.
• Work with teams to improve product adoption.
• Resolve escalated client issues promptly.
• Act as a customer advocate within the company.
• Build strong relationships with customers.
• Manage a diverse customer portfolio.
• Conduct effective customer interactions and reviews.

Requirements

• Experience in leveraging AI in work processes.
• 3+ years in customer professional services or related support.
• Ability to provide independent services.
• Experience in issue resolution through analysis.
• ServiceNow certifications are a plus.
• Knowledge of the technology industry.
• Familiarity with digital transformation.
• Ability to manage multiple customers simultaneously.
• Works well in collaborative environments.
• Understanding of core AI concepts.

Benefits

• Base pay of $88,000 - $116,000 plus equity.
• Variable/incentive compensation.
• Health plans including flexible spending accounts.
• 401(k) Plan with company match.
• Flexible time away plan and family leave programs.