Note: The job is a remote job and is open to candidates in USA. Saransh Inc is hiring a Customer Success Manager to serve as the primary contact and orchestration lead for ServiceNow customer outcomes. The role owns Customer Impact Plans, drives product adoption and value realization, manages risks and escalations, and builds strong customer relationships to support satisfaction and retention.
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
Benefits
- Remote work arrangement
Company Overview