Sr Customer Success Manager- Manufacturing, Retail, and Hospitality

The Senior Customer Success Manager (CSM) is the primary point of contact / orchestration lead for all matters related to Impact features and benefits (depending on the customer’s Impact package). They 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. The Senior CSM owns the Customer Impact Plan, overseeing delivery of Impact packages and drives customer action through an understanding of adoption metrics and aligns to customer KPIs and business goals. They act as an advocate for our customers and drive customer interactions and ensure that the Impact Team meets the timelines and deliverables outlined in the Customer Impact Plan, which defines the key initiatives to help the customer achieve their agreed-upon business outcomes. They are also responsible for managing critical risks and mitigation strategies, conducting periodic Customer Business reviews with the customer to provide updates, refine the Impact Plan and report on adoption. Ultimately, Senior CSMs aim to ensure customers achieve their desired outcomes and foster a strong relationship to enhance customer satisfaction and retention.