As a Customer Success Manager within our customer success organization, you execute product adoption, expansion, and retention activities to support a healthy customer base. As a core contributor to the team, you are responsible for customer onboarding, adoption, and long‑term success, working closely with the Customer Success team and cross‑functional partners to ensure seamless customer experiences and high customer satisfaction.

Job Responsibilities:

• Executes product adoption, expansion, and retention activities to support a healthy customer base
• Provides customer assistance during regular account meetings, including addressing inquiries, troubleshooting challenges, and documenting complex issues for Product and Engineering teams
• Leads new customers through onboarding, initial setup, and configuration of products to meet their business needs
• Utilizes Service Now to manage customer requests, incidents, and change activities, ensuring accurate documentation, timely resolution, and visibility for stakeholders
• Partners with internal teams to translate customer needs into actionable requirements within Service Now workflows and processes
• Tracks and analyzes key success metrics to measure customer health, identify improvement opportunities, and prepare reports highlighting outcomes and areas of opportunity for internal stakeholders

Required Qualifications, Capabilities, and Skills

• Experience (or equivalent expertise) in Customer Success or a related domain
• Experience working with Service Now, including case, incident, request, or workflow management to support customer-facing processes
• Demonstrated ability to deliver exceptional customer service with a strong customer‑first mindset
• Proven experience engaging customers through clear, professional verbal and written communication, with the ability to explain complex concepts simply
• Strong technical aptitude, including the ability to troubleshoot basic technical issues and guide customers through structured problem-solving