Senior Customer Success Manager

Who you are

• 5+ years of experience in Customer Success, Account Management, Implementation, or Consulting within SaaS
• Experience supporting medium to large enterprise customers and navigating complex stakeholder environments
• Strong ability to explain technical and AI-driven solutions in clear, business-oriented terms
• Familiarity with workflow platforms, ITSM, HR systems, or enterprise automation (ServiceNow experience a plus)
• Proven ability to build executive relationships and influence outcomes at multiple levels
• Process-oriented mindset with strong problem-solving and change management skills
• Comfortable operating in fast-moving, evolving product environments
• Bachelor’s degree or equivalent practical experience
• Willingness to travel approximately 10–25%

What the job involves

• Own and grow a portfolio of 25 or more mid market enterprise customers, guiding them from go live through long-term value realization
• Serve as a trusted advisor to executive sponsors, aligning AI-driven solutions to strategic business outcomes
• Drive adoption, engagement, and expansion of the Moveworks AI Assistant across ServiceNow workflows
• Translate customer business needs into actionable solutions, influencing roadmap and product evolution
• Identify, quantify, and track customer success metrics tied to efficiency, cost savings, and employee experience
• Proactively manage risks, expectations, and change, ensuring customers successfully navigate complex environments
• Act as the voice of the customer internally, sharing insights, feedback, and success stories
• Support renewal and expansion motions by demonstrating ongoing value and business impact

Benefits

• Generous family leave
• Matched donations
• Annual learning stipends
• Flexible PTO
• Competitive retirement plan
• Paid volunteer time