It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. Backed by Greylock and Sequoia.
About the role
The Experienced Customer Success Manager (CSM) is the senior practitioner level in the CSM job family. You will own consumption and adoption outcomes across a smaller portfolio of higher-ACV, more complex customers, operating with expert autonomy across the competencies and engaging credibly at senior Director and VP level when the situation demands. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- 5+ years of related experience in customer success, strategic advisory, consulting, technical account management, or SaaS — with a proven track record of autonomous delivery at scale or in higher-complexity accounts
- Expert-level capability with AI tools and agents — fluent operation of the full internal agent stack, with the judgment to override agent outputs and the confidence to explain them to senior customer stakeholders
- Expert business acumen across multiple industries — translates commercial context into a ServiceNow best-practice roadmap without supervision, speaks the language of the customer
- Presence and credibility at senior Director level routinely, with the ability to engage VPs on complex issues, comfortable leading uncomfortable conversations and reframing problems for senior business stakeholders
- Command-and-control instincts — leads cross-functional orchestration of ServiceNow and customer stakeholders under pressure, trusted voice inside the customer’s leadership team on AI strategy and platform direction
- Deep familiarity with ServiceNow platform architecture, AI governance, Control Tower activation, and integration strategy, able to diagnose adoption stalls without escalating routinely
More about this role
The Experienced Customer Success Manager (CSM) is the senior practitioner level in the CSM job family. You will own consumption and adoption outcomes across a smaller portfolio of higher-ACV, more complex customers, operating with expert autonomy across the competencies and engaging credibly at senior Director and VP level when the situation demands.
You set the play under ambiguity. You recognize when to escalate and when to decide. You utilize the full internal agent stack with expert fluency, lead more tailored Customer Impact Plan engagements with your accounts, and translate commercial context into ServiceNow roadmap recommendations without supervision.
Beyond your portfolio, you shape how the CSM practice runs locally. You contribute to playbook development. You mentor IC1 and IC2 CSMs. You translate patterns from your accounts into actionable feedback that improves the agent stack and the team’s ways of working.
This role is illustratively aligned to a smaller portfolio of higher-complexity customers with larger annual contract value — final portfolio sizing and ACV thresholds are subject to final design.
- Own consumption and adoption outcomes across a smaller portfolio of...
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