Who you are

- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry

- 10+ years of related work experience; OR equivalent work experience

- Creativity with comfort running projects independently

- Improve complex issues through analysis and resolution

- Succeed in working collaboratively

- Mentor team members

- ServiceNow certifications

What the job involves

- The role of the Senior 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





- You will oversee the engagement and outcomes for customers in your portfolio

- Assign out activities to other team members to achieve outcomes

- Ensure customers are technically healthy and on the most recent version of our product

- Guide development of new Success Plays

- Work with customers to create recent use case/success stories

- Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses

- Guide other ServiceNow teams to address customer issues

- Identify and own new projects

- Reduce number of escalated customers

- Guide best practice development and mentor/guide junior team members

- Help with recruiting

Benefits

- Generous family leave

- Matched donations

- Annual learning stipends

- Flexible PTO

- Competitive retirement plan

- Paid volunteer time

📌 Principal Customer Success Manager (Austin)
🏢 ServiceNow
📍 Austin