Experience Senior · 6+ yrs (5+ years)

About the role

structured by ORI

What you will do

You partner with our initial customers to drive product value
You develop trusted advisor relationships with executive sponsors to ensure they are achieving full business value
You partner cross-functionally to translate business needs and product requirements into new solutions for customers
You will evolve and iterate on our customer onboarding strategy
You work with internal teams and customers to drive adoption, engagement and growth

What they are looking for

You have 5+ years of account management, implementation, or sales experience in software/SaaS
Manage a portfolio of U.S. Federal Government customers, serving as the trusted advisor throughout the customer lifecycle. Prior experience supporting Federal customers is required.
You have experience in explaining technical solutions, establishing goals, developing opportunities, building + selling business cases, and improving customer experience
You have experience supporting deployments with large enterprise customers
Process focused with strong problem-solving ability - always searching for a smarter, better way to achieve a goal
You have experience building strong internal and external relationships, including with senior-level executives throughout companies
You are diplomatic, have tact and you are poised under pressure
You possess a voracious appetite to learn and grow
You have completed a Bachelor’s degree
You are willing to travel 10-25% of the time

Account ManagementImplementationSalesCustomer SuccessProblem-solvingSaaS

Full posting text

Senior Customer Success Manager - Federal Customer Service Remote, DC Metro Area, United States Full-time Apply for job Company DescriptionIt all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.Join us to put AI to work for people. Job DescriptionMUST RESIDE IN THE DC METRO AREAWhat you get to do in this role:You partner with our initial customers to drive product valueYou develop trusted advisor relationships with executive sponsors to ensure they are achieving full business valueYou partner cross-functionally to translate business needs and product requirements into new solutions for customersYou will evolve and iterate on our customer onboarding strategyYou work with internal teams and customers to drive adoption, engagement and growthYou will help customers identify, quantify, and work toward transformational goals in partnership with MoveworksYou will adapt quickly to product changes and limitations, and communicate these strategically to stakeholdersYou will act as the voice of the customer, gathering customer feedback and helping share the product roadmap QualificationsTo be successful in this role you have:You have 5+ years of account management, implementation, or sales experience in software/SaaSManage a portfolio of U.S. Federal Government customers, serving as the trusted advisor throughout the customer lifecycle. Prior experience supporting Federal customers is required.You have experience in explaining technical solutions, establishing goals, developing opportunities, building + selling business cases, and improving customer experienceYou have experience supporting deployments with large enterprise customersProcess focused with strong problem-solving ability - always searching for a smarter, better way to achieve a goalYou have experience building strong internal and external relationships, including with senior-level executives throughout companiesYou are diplomatic, have tact and you are poised under pressureYou possess a voracious appetite to learn and growYou have completed a Bachelor’s degreeYou are willing to travel 10-25% of the timeAdditional InformationWork PersonasWe 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 EmployerServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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. AccommodationsWe 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 RegulationsFor positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.

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