Customer Success Manager, Mid Market - Moveworks

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control center for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow—helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together.

About the role

The role of the Customer Success Advocate is to act as an advocate for our customers. You will oversee a portfolio of customers to help them achieve business outcomes and foster greater adoption and usage of the ServiceNow products they have purchased through prescriptive guidance. You will bring ServiceNow's best practices, innovations, and capabilities to help customers achieve their goals.

• Partner with our initial customers to drive product value
• Develop trusted advisor relationships with executive sponsors to ensure they are achieving full business value
• Partner cross-functionally to translate business needs and product requirements into new solutions for customers
• Evolve and iterate on our customer onboarding strategy
• Work with internal teams and customers to drive adoption, engagement, and growth
• Help customers identify, quantify, and work toward transformational goals in partnership with Moveworks
• Adapt quickly to product changes and limitations, and communicate these strategically to stakeholders
• Act as the voice of the customer, gathering customer feedback and helping share the product roadmap

Requirements

• 2+ years of account management, implementation, or sales experience in software/SaaS
• Experience in explaining technical solutions, establishing goals, developing opportunities, building + selling business cases, and improving customer experience
• Experience supporting deployments with large enterprise customers
• Process-focused with strong problem-solving ability—always searching for a smarter, better way to achieve a goal
• Experience building strong internal and external relationships, including with senior-level executives throughout companies
• Diplomatic, tactful, and poised under pressure
• Voracious appetite to learn and grow
• Completed a Bachelor’s degree
• Willing to travel 10-25% of the time

Pay

For positions in this location, we offer a base pay of $99,500 - $164,200, plus equity (when applicable), variable/incentive compensation, and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location.

Benefits

• Health plans, including flexible spending accounts
• 401(k) Plan with company match
• Employee Stock Purchase Plan (ESPP)
• Matching donations
• Flexible time away plan and family leave programs