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Tier-1 brand, mid-level CSM role, metro location, and broad generalist requirements increase competition.
SaaS CSM skills transferable, but ServiceNow platform and Agentic AI familiarity increases domain specificity.
Explicit 2–5 years requirement, required CSM experience and AI fluency create moderate shortlisting filters.
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Own consumption and adoption outcomes for a portfolio of moderate-complexity, mid-tier annual contract value customers, driving customer action aligned to KPIs and business goals.
Lead Customer Business Reviews with Director and Manager level stakeholders, translating platform outcomes into commercial impact and managing a standardized to moderately tailored Customer Impact Plan including risk mitigation.
Act as a practitioner-level advisor integrating AI agent outputs into customer narratives, explain AI behaviour and reliability to customers, contribute feedback to AI system improvements, and collaborate with sales teams on renewal readiness.
2–5 years of work experience in customer success, consulting, technical advisory, project management, business administration, or SaaS with demonstrable AI fluency.
Practitioner-level capability and fluency with AI-powered tools and agents in a professional setting, including recognizing failure modes and overriding agent recommendations.
Strong communication and stakeholder management skills to engage with Director and Manager level customers and lead structured reviews.
Familiarity with ServiceNow platform architecture, workflows, and AI concepts; ServiceNow experience and/or certifications strongly preferred.
Experienced in integrating AI tools meaningfully into work processes and able to explain technical AI functions to non-technical leaders without overselling capabilities.
Comfortable owning and autonomously managing a mid-complexity customer portfolio while proactively identifying risks and expansion opportunities through business acumen.
Skilled collaborator across Sales, Product, Support, and Renewals teams, able to leverage data analytics for decision-making and skilled in leading customer-facing business reviews.