# Customer Success Manager at ServiceNow

- Company: ServiceNow
- What the company does: 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.
- Company website: https://www.servicenow.com/
- Type: Startups
- Level: Senior
- Location: San Francisco de Heredia, CR
- Work setup: On-site
- Posted: 2026-11-02
- Apply by: 2026-12-17
- Apply: https://jobs.smartrecruiters.com/ServiceNow/744000159196620?utm_source=1752vc&utm_medium=careers
- Page: https://www.1752.vc/careers/jobs/servicenow-customer-success-manager/

## 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

Tags: Customer Outcomes

Source: 1752vc Careers, https://www.1752.vc/careers/jobs/servicenow-customer-success-manager/