Senior Customer Success Manager

This is a fully remote position, open to applicants in Australia.

📋 Description

• Manage and expand a portfolio consisting of 25 or more mid-market and enterprise clients.

• Guide clients from the initial go-live stage through to the realization of long-term value.

• Act as a trusted advisor to executive sponsors.

• Align AI-driven solutions with strategic business goals.

• Promote the adoption, engagement, and expansion of the Moveworks AI Assistant within ServiceNow workflows.

• Convert customer business requirements into actionable solutions and influence product roadmap and development.

• Identify, quantify, and monitor customer success metrics related to efficiency, cost savings, and employee experience.

• Proactively oversee risks, expectations, and changes in complex customer settings.

• Represent the customer’s voice internally by sharing insights, feedback, and success stories.

• Assist in renewal and expansion efforts by demonstrating ongoing value and business impact.

⛳️ Requirements

• Experience in leveraging or critically analyzing the integration of AI into work processes, decision-making, or problem-solving.

• Over 5 years of experience in Customer Success, Account Management, Implementation, or Consulting within the SaaS sector.

• Proven experience in supporting medium to large enterprise clients and navigating complex stakeholder landscapes.

• Ability to articulate technical and AI-driven solutions in clear, business-focused language.

• Familiarity with workflow platforms, ITSM, HR systems, or enterprise automation; experience with ServiceNow is advantageous.

• Capability to establish executive relationships and influence outcomes across multiple levels.

• A process-oriented approach with strong problem-solving and change management abilities.

• Comfortable working in fast-paced, evolving product environments.

• Bachelor’s degree or equivalent practical experience.

• Willingness to travel approximately 10–25%.

🏝️ Benefits

• Flexible work persona with distributed work flexibility and trust.

• Opportunity to engage with the Moveworks AI Assistant and the ServiceNow AI platform.

• Career prospects contributing to AI-driven enterprise productivity and transformation.

• Accessible and inclusive application process.

• Reasonable accommodations available during the application process.