Sr Mgr, Customer Success Mgmt Telco and Media

Sr Mgr, Customer Success Mgmt Telco and Media

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

You will be part of the Customer Outcomes team. Our purpose is to accelerate platform adoption and improve customer results. We do this through a portfolio of services, delivered by outstanding consultants, using our ecosystem of partners, our leading practices, methodologies and tools based on our experiences from 1000's of customer engagements.

What you get to do in this role :

The role of the Customer Success Advocate is to act as an advocate for our customers. Through prescriptive guidance, you will lead the team responsible for a portfolio of customers to help them achieve goals and foster greater adoption and usage of the ServiceNow products they have purchased. You will oversee your team's engagement with customers in their portfolio.

• Lead your team to improve technical health, deployment and adoption activities for their portfolio
• Ensure customer needs are met by confirming alerts are addressed and roadblocks are removed
• Manage the portfolio of accounts, hitting goals and driving overall customer success
• Partner with and assign out activities to other team members to achieve outcomes and address customer needs
• Develop new Success Plays
• Work with customers to create new use case / success stories
• Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses
• Reduce number of escalated customers
• Improve best practice development and guide junior team members

Qualifications

To be successful in this role you have :

15+ years of progressive experience in Customer Success, Consulting or Delivery roles, with at least 5+ years in leadership. Experience managing customer success or delivery teams supporting large enterprise accounts. Strong background in the Telecom & Media industry, with an understanding of current trends, challenges, and digital transformation priorities. Proven track record of engaging with C Suite executives and driving measurable business outcomes. Knowledge of SaaS platforms and ServiceNow technology experience or functional certifications. Ability to lead through influence, building trust and alignment across customer and internal teams. Strong business acumen with experience driving renewals, expansions, and long-term customer value. Exceptional communication, executive presence, and problem-solving skills to lead customer engagements during escalations. Experience in cross-functional account planning and governance processes. Bachelors degree required, advanced degree or relevant certifications e.g., TMForum, ITIL, TOGAF preferred.