Sr Customer Success Manager

📋 Description

• Manage a portfolio of banking customers, building trusted relationships from practitioner to
• Develop and manage Customer Impact Plans that align ServiceNow capabilities, Impact entitlements
• Apply banking industry knowledge to help customers address operational resilience, regulatory
• Drive adoption and self-sufficiency by coaching customers on the ServiceNow Platform, governance
• Lead governance meetings, workshops, executive business reviews, and on-site sessions that advance
• Monitor customer health, anticipate and mitigate risk before renewal, and mobilize cross-functional

🎯 Requirements

• 5+ years of success in Customer Success or a consultative technology role, driving measurable gains
• Proven ability to turn ambitious customer goals into actionable success plans, adoption roadmaps
• SaaS or IT expertise, with the ability to translate ServiceNow or comparable enterprise platform
• A strong record of guiding large enterprise customers and earning credibility with senior and
• Executive presence and exceptional communication, facilitation, analytical, and problem-solving
• Ability to mobilize cross-functional teams, navigate complexity, and deliver results across