Skip to main content

Portfolio Success Manager

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

ServiceNow is looking for a Portfolio Success Manager (PSM).

You will be part of ServiceNow’s post-sales organization where our purpose is to accelerate platform adoption and improve our customers outcomes.

This is a primarily internal role where you get to drive success for a portfolio of customers in collaboration with our Sales, Go-to-Market teams (GTM).

What you get to do in this role:

  • The PSM will drive product adoption, reduce attrition, and identify opportunities for expansion of ServiceNow offerings.
  • The overriding objective will be to analyse customer adoption, usage data, health indicators, renewal dates, growth opportunities and risk indicators across your portfolio and drive appropriate actions to address, ultimately accelerating our customers path to value.
  • You will Onboard new ServiceNow customers and existing customers who have purchased new products ensuring that that are set up for success from day one.
  • You will utilise your ServiceNow knowledge and broad technical awareness to provide prescriptive guidance to GTM teams to address issues you have highlighted.
  • You will highlight continuing issues and risks to appropriate leadership with a view to helping them drive growth and reduce attrition.
  • You will own and drive issues to resolution via negotiation, influence and objection handling with senior executives.
  • You will identify opportunities for the account team to position ServiceNow’s Impact products.
  • You will develop relationships across all the teams that deliver to your portfolio of accounts, including ServiceNow Sales and its’ Partners.
  • You will collaborate with Sales & Partner teams to ensure appropriate implementation approach in place to maximize your customer's success.
  • Monitoring all the appropriate signals you will act promptly and appropriately to ensure that the right resources and functions are deployed to ensure the success of your customer and the wider ServiceNow.


To be successful in this role you have:

  • Experience in Customer Success / Account Management (Sales / Customer Journey / Value Realisation experience)
  • Customer Life Cycle Experience
  • Proven ability to build and maintain matrixed relationships, collaborate, and influence
  • Proven and demonstrable Project & Program Management experience
  • Fanatical about customer success and tenacious at driving long-term customer value and product adoption.
  • The proven and demonstrated ability to deal with ambiguity.
  • Fluent in English 

Additional Information

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.


From Fortune. © 2022 Fortune Media IP Limited All rights reserved. Used under license.

Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, ServiceNow.