Senior Customer Success Manager

ServiceNow ServiceNow · Enterprise · Tokyo, Japan · Customer Outcomes

This role is for a Senior Customer Success Manager at ServiceNow, a company that provides AI-enhanced technology to over 8,100 customers. The primary focus is on helping customers achieve business outcomes and increase adoption of ServiceNow products through prescriptive guidance and best practices. The role requires experience in leveraging or critically thinking about integrating AI into work processes, decision-making, or problem-solving, and involves managing a portfolio of customers, ensuring technical health, and guiding other teams to resolve customer issues. While the company uses AI, the role itself is customer-facing and focused on product adoption rather than direct AI/ML development.

What you'd actually do

  1. You will oversee the engagement and outcomes for customers in your portfolio
  2. Ensure customers are technically healthy and on the most recent version of our product
  3. Leverage existing Success Plays to assist customers, but also assist new Success Plays
  4. Work with customers to create new use case/success stories
  5. Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses

Skills

Required

  • Customer success management
  • AI integration understanding
  • Project management
  • Problem-solving
  • Collaboration
  • Japanese fluency
  • Work authorization in Japan

Nice to have

  • ServiceNow certifications

What the JD emphasized

  • Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.