Moveworks Sr Customer Success Manager

About the role

This position centers on the integration of the Moveworks AI Assistant within the ServiceNow ecosystem to advance enterprise workflow efficiency. The hire will own a book of business, driving strategic outcomes for clients through sophisticated automation solutions. Success in this role is defined by the ability to transform client objectives into measurable operational improvements. You will act as a critical bridge between enterprise needs and AI-driven capabilities. The position requires proactive management of client health and long-term value realization. You will shape the strategic narrative of AI adoption across complex organizational landscapes. Ownership of the entire customer journey from onboarding to maturity is a core component of this position. Ultimately, the role ensures that Moveworks delivers transformative value aligned with ServiceNow's platform vision.

Key facts

What you'll do

• Orchestrate the lifecycle management of a portfolio comprising 25 or more mid-market enterprise accounts, overseeing each account from initial deployment through sustained maturity.
• Function as a trusted strategic advisor to executive-level sponsors, aligning Moveworks AI functionalities with precise business objectives and desired outcomes.
• Champion the adoption and expansion of the Moveworks AI Assistant within existing ServiceNow installations, ensuring deep integration and feature utilization.
• Convert intricate client specifications and feedback into structured product intelligence and actionable inputs for the product development roadmap.
• Establish and monitor key performance indicators related to cost reduction, operational throughput, and employee engagement to validate success.
• Lead sophisticated change management initiatives and mitigate risks associated with deployment in complex and sensitive technical environments.
• Synthesize and elevate the client perspective into internal product discussions to directly influence the future evolution of AI capabilities.
• Execute strategic account reviews to secure contract renewals and uncover expansion opportunities by demonstrating quantifiable business impact.
• Develop and maintain executive-level relationships that foster trust and position Moveworks as a strategic partner in digital transformation.
• Analyze usage patterns and adoption data to identify friction points and implement targeted interventions that enhance user proficiency.
• Collaborate with internal engineering and product teams to resolve client issues and translate support escalations into improvement actions.
• Drive the creation of tailored success plans that outline clear milestones and value realization checkpoints for each client.
• Leverage data analytics to forecast client needs and identify trends that inform proactive customer engagement strategies.
• Represent the client success function in cross-functional initiatives that shape service delivery standards and best practices.

Requirements

• Possess 5 or more years of professional experience in SaaS Customer Success, Consulting, Implementation, or Account Management roles.
• Hold a Bachelor degree or demonstrate equivalent practical experience that signifies advanced professional knowledge.
• Have a proven track record of managing mid-to-large enterprise client portfolios and navigating intricate multi-level stakeholder organizations.
• Exhibit the capability to translate complex Artificial Intelligence concepts into clear business language understandable by executive audiences.
• Show high proficiency in change management methodologies and advanced problem-solving techniques.
• Demonstrate the ability to travel internationally, with an estimated commitment of 10 to 25 percent of total work time.
• Display strong written and verbal communication skills essential for managing high-level executive dialogues.
• Maintain a results-oriented mindset focused on achieving client satisfaction and retention metrics.

Nice to have

• Hands-on experience with ServiceNow platforms and their operational frameworks.
• A background in IT Service Management, Human Resources systems, or enterprise automation toolsets.
• Direct experience integrating Artificial Intelligence into core decision-making or operational work processes.

Skills & tools

• Expertise in AI-powered workflow automation platforms.
• Mastery of enterprise software implementation lifecycles.
• Advanced stakeholder management and influence skills.
• Competence in data-driven success tracking and reporting methodologies.
• Familiarity with ITSM and HR system architectures and functionalities.

Practical notes

• ServiceNow applies work persona policies to determine flexible remote, hybrid, or office-based arrangements based on role and location.
• Employment in this position is subject to applicable export control regulations and compliance requirements.
• Candidates who require accommodations for the application process may contact globaltalentss@servicenow.com for assistance.