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Sr Customer Success Manager

October 13, 2026

Company Description

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 tower 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. And we're just getting started.

Join us to put AI to work for people.

Job Description

Role Overview:

The Senior Customer Success Manager — Banking is the primary orchestration lead for customers using ServiceNow Impact. Managing a portfolio of banking customers, you will serve as a trusted advisor who applies ServiceNow best practices and industry insight to align platform capabilities with each customer’s business, regulatory, and transformation priorities. You will coordinate the resources needed to accelerate adoption, increase effective product use, and deliver measurable business outcomes that maximize the value of the customer’s ServiceNow investment.

The Senior Customer Success Manager owns the Customer Impact Plan, aligning ServiceNow activities, Impact entitlements, adoption milestones, and success measures to customer goals and key performance indicators. They act as an advocate for our customers to drive engagement and accountability, lead periodic business reviews, refine the plan as priorities change, and communicate progress to executive and operational stakeholders. Success is measured by value realization, adoption, platform health, satisfaction, retention, and the strength of the long-term customer relationship.

Job Responsibilities:

Manage a portfolio of banking customers, building trusted relationships from practitioner to C-level and aligning ServiceNow solutions to multi-year transformation goals and measurable business outcomes.
Develop and manage Customer Impact Plans that align ServiceNow capabilities, Impact entitlements, adoption priorities, key performance indicators, and transformation roadmaps.
Apply banking industry knowledge to help customers address operational resilience, regulatory compliance, risk, cybersecurity, customer and employee experience, technology modernization, and responsible AI adoption.
Drive adoption and self-sufficiency by coaching customers on the ServiceNow Platform, governance, and best practices to strengthen their internal capabilities.
Lead governance meetings, workshops, executive business reviews, and on-site sessions that advance customer priorities and demonstrate value.
Monitor customer health, anticipate and mitigate risk before renewal, and mobilize cross-functional teams to resolve critical issues and escalations.
Orchestrate ServiceNow teams and strategic partners, including Product, and Support, to align commitments, and delivery to influence long-term account strategy.
Advocate for customers by communicating feedback, patterns, and industry needs while managing competing priorities with clear documentation and consistent follow-through.

Qualifications

Qualifications:

5+ years of success in Customer Success or a consultative technology role, driving measurable gains in adoption, value realization, satisfaction, and retention.
Proven ability to turn ambitious customer goals into actionable success plans, adoption roadmaps, governance, and measurable outcomes.
SaaS or IT expertise, with the ability to translate ServiceNow or comparable enterprise platform capabilities into clear business value.
A strong record of guiding large enterprise customers and earning credibility with senior and C-level stakeholders.
Executive presence and exceptional communication, facilitation, analytical, and problem-solving skills.
Ability to mobilize cross-functional teams, navigate complexity, and deliver results across multiple customers and priorities.
Knowledge of AI tools, governance, privacy, model risk, and responsible use in regulated environments; ServiceNow experience and credentials are a plus.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

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8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

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Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...