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Tier-1 brand, metro Bengaluru location, mid-level generalist CSM title, and 2–5 year band increase competition.
Core CSM skills transfer across SaaS, but ServiceNow platform and AI fluency require domain-specific experience.
Explicit 2–5 year requirement plus AI fluency and ServiceNow platform familiarity impose moderate shortlisting strictness.
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Own and drive consumption and adoption outcomes for a portfolio of mid-complexity, mid-ACV customers focusing on customer KPIs and business goals.
Lead Customer Business Reviews at Director and Manager levels, translating platform outcomes into commercial impact and managing adoption risks through Customer Impact Plans.
Integrate AI tool outputs into customer narratives to explain AI behavior, manage expectations, and contribute structured feedback to improve AI systems.
2–5 years of relevant experience in customer success, consulting, technical advisory, project management, business administration, or SaaS with demonstrable AI fluency.
Practitioner-level capability using multiple AI tools and agents, able to recognize failure modes and override agent recommendations.
Strong stakeholder management with experience engaging Director and Manager-level customers.
Work Experience Required: 2–5 years in related roles (customer success, consulting, technical advisory, etc.)
Experienced at managing customer portfolios autonomously with the ability to make informed decisions to drive outcomes.
Skilled at leveraging data and analytics to translate customer business context into actionable plans and roadmap.
Comfortable navigating complex, multi-stakeholder environments at Director and Manager levels and fluent in explaining AI capabilities and limitations to non-technical stakeholders.