Skip to main content

Customer 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

As part of the Customer Success team, you will be responsible for proactively engaging with our customers to ensure their success on their ServiceNow journey. You will act as a trusted advisor for the customers, working closely with them to understand their business needs and challenges.  

We are looking for someone has a passion for customer success and uses their interpersonal skills to build great customer relationships. You will work with our customers and the account team to manage their post-sale experience; to drive consumption, adoption and customer satisfaction through standardised services and best practices. 

What will you do in this role? 

  • Oversee the Customer Success engagement for customers in your portfolio, understanding each customer's needs and challenges 
  • Orchestrate the Success Squad and drive towards business outcomes for customers in your portfolio 
  • Coordination of meetings & action items and overall management of the customer; utilising our Impact Digital Experience 
  • Educate customers on resources they have available to them 
  • Create mutual customer success plans 
  • Conduct periodic touchpoints to review current state, ensure that the deliverables are being met against the timeline and engaging of the right resources at the right time 
  • Evangelize ServiceNow customer success stories and processes 
  • You will ensure that customers derive the maximum value from their ServiceNow investment and utilize their licenses 
  • Collaborate with ServiceNow stakeholder teams to ensure product adoption, growth attainment and increased footprint 
  • Provide internal customer status updates and ensure any red accounts are resolved quickly, leveraging resources from across the company ecosystem as needed 
  • Collaborate and knowledge share with the EMEA CSM Team 


What will define success?  

We all enjoy our work if we can achieve and celebrate successes – internally and of course for our customers. While we provide you with a comprehensive onboarding journey when you start in this role, you also need to come with a set of relevant experiences and skills that we can build upon.  

To be successful in this role you have  

  • A passion for building trusted relationships with customers 
  • Fluent in German and English (C level) 
  • 5+ years experience, ideally in a consultative, strategic and analytical customer-facing role  
  • Experience driving complex issues through analysis and resolution  
  • Thrive in working collaboratively and cross-functionally  
  • Experience managing projects 
  • Comfortable working with / presenting to senior internal & external stakeholders  
  • Creative, high energy, entrepreneurial self-starter comfortable running initiatives independently within a “start-up paced” environment 
  • ServiceNow product knowledge and/or experience in an IT (SaaS) industry/environment  
  • Right to work in the EU based in Germany


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.