Associate Customer Success Manager

Associate Customer Success Manager

Company Description

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

What you get to do in this role :

The role of the Analyst, 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 have a portfolio of customers

You will work with the portfolio of customers in a 1 to many fashion using email campaigns and guiding customers to webinars and other Community content

Identify criteria for assisting your customers by using Success Plays in the Success Platform

Ensure any escalated clients are resolved quickly, using resources from across the company ecosystem

Qualifications

To be successful in this role you have :

Minimum 23 years of proven experience in a Customer Success Manager, Account Manager, or similar client-facing role, ideally within a SaaS environment.

Exceptional communication and interpersonal skills, with a strong customer-first mindset.

Proven ability to manage a large portfolio of customer accounts, effectively balance competing priorities, and deliver results in a dynamic, fast-paced environment.

Strong analytical skills, with the ability to interpret customer data, identify trends, and translate insights into actionable recommendations.

Bachelor's degree in Business, IT, or a related field preferred; relevant certifications (e.g., ServiceNow Certified System Administrator) are a plus.

Excellent English communication skills (written and spoken)

Business-level proficiency in Portuguese or French is a plus.