Note: The job is a remote job and is open to candidates in USA. ICONMA is an IT services and consulting company seeking a Customer Success Manager for a remote role. The position manages a portfolio of customers, drives ServiceNow adoption and value realization, coordinates issue resolution, and acts as a trusted customer advocate. The role also leads onboarding, success planning, customer reviews, and collaboration with sales, product, and support teams while applying AI tools and concepts to customer-focused processes.
Responsibilities
- Oversee the customer outcomes engagement for customers in your portfolio, understanding each customer's needs and challenges
- Ensure customers are technically healthy and on the most recent version of our product
- Identify criteria for assisting your customers by using Success Plays in the Success Platform
- Promote ServiceNow customer success stories and processes
- Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses
- Work with ServiceNow teams to improve product adoption and increase footprint
- Ensure any escalated client issues are resolved quickly, using resources from across the company ecosystem
- Act as a customer advocate within the company, ensuring that customer perspectives and needs are represented in decision-making processes
- Build and maintain strong relationships with customers, becoming a trusted advisor and advocate for their needs
- Oversee a diverse customer portfolio and ensure execution of structured deliverables; moving them along their Success Path by linking customer’s business objectives, capabilities and success metrics
- Ensure onboarding completion via CS Guide team, and focus on success planning through predefined process, ensuring a smooth transition for new customers
- Drive recommendations and next steps based on Customer goals across ServiceNow’s success offering
- Effective at identifying internal teams to help drive ultimate customer success, such as with Sales, Product and Support teams to resolve issues and mitigate risks
- Evaluate customer maturity level, and any existing blockers to their adoption, addressing roadblocks with customers and giving appropriate recommendations to improve adoption and business value
- Conduct effective customer interactions including kick off calls to review deliverables, timelines and expected outcomes, and check-ins to ensure platform usage aligns with best practice and lead period reviews to track success metrics alongside Customer Impact Plan (CIP)
- Support high level customer advocacy by promoting success stories and use cases
Skills
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
- This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry
- 3+ years of experience providing customer professional services or related business support
- Ability to provide independent comprehensive services
- Experience resolving issues through analysis
- ServiceNow accreditations or certifications a plus
- Strategic technology industry knowledge
- Familiarity with digital transformation or project management
- Comfortable with learning and explaining technical products or services
- Ability to manage multiple customers and priorities simultaneously
- Works well in a collaborative team environment, partnering with sales, product, and support teams
- Applies AI tools to streamline workflows, generate insights, and support strategic initiatives under guidance
- Understands core AI concepts, ethical considerations, and platform capabilities, and can explain their application in customer contexts with support
Benefits
- Remote work arrangement
- Health Benefits
- Referral Program
- Excellent growth and advancement opportunities
Company Overview
Company H1B Sponsorship