Customer Success Manager - Moveworks at ServiceNow

What you get to do in this role:

• Own and grow a portfolio of 25 or more mid market enterprise customers, guiding them from go live through long-term value realization

• Serve as a trusted advisor to executive sponsors, aligning AI-driven solutions to strategic business outcomes

• Drive adoption, engagement, and expansion of the Moveworks AI Assistant across Service Now workflows

• Translate customer business needs into actionable solutions, influencing roadmap and product evolution

• Identify, quantify, and track customer success metrics tied to efficiency, cost savings, and employee experience

• Proactively manage risks, expectations, and change, ensuring customers successfully navigate complex environments

• Act as the voice of the customer internally, sharing insights, feedback, and success stories

• Support renewal and expansion motions by demonstrating ongoing value and business impact

To be successful in this role you have:

• 5+ years of experience in Customer Success, Account Management, Implementation, or Consulting within SaaS

• Experience supporting medium to large enterprise customers and navigating complex stakeholder environments

• Strong ability to explain technical and AI-driven solutions in clear, business-oriented terms

• Familiarity with workflow platforms, ITSM, HR systems, or enterprise automation (Service Now experience a plus)

• Proven ability to build executive relationships and influence outcomes at multiple levels

• Process-oriented mindset with strong problem-solving and change management skills

• Comfortable operating in fast-moving, evolving product environments

• Bachelor’s degree or equivalent practical experience

• Willingness to travel approximately 10–25%

Why This Role Matters:

This is not a traditional Customer Success role. You are helping define how AI shows up in everyday work, turning complexity into clarity for millions of employees. Together, Moveworks and Service Now are shaping the future of enterprise productivity, and this role is on the front lines of that transformation.

JV20

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

Service Now is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), Service Now may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon Service Now obtaining any export license or other approval that may be required by relevant export control authorities.

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Moveworks, now part of Service Now, is redefining how work gets done. Together, we combine Moveworks’ industry-leading AI Assistant with Service Now’s world-class workflow platform to deliver instant, intelligent support across IT, HR, Finance, and beyond.

Our shared mission is simple and ambitious: make work better for people. We do this by resolving employee needs instantly, automating complex workflows, and enabling enterprises to operate faster, smarter, and at scale.