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Tier-1 brand, popular CSM title, mid-level experience band, and metro location increase applicant competition.
SaaS customer success skills are transferable, but ServiceNow platform and AI fluency add moderate domain specificity.
Explicit 2–5 years plus mandatory AI fluency and ServiceNow platform familiarity raises candidate filtering strictness.
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Own consumption and adoption outcomes across a portfolio of mid-complexity, mid-annual contract value (ACV) customers, driving measurable customer action and adoption.
Lead Customer Business Reviews at Director and Manager level, translating platform outcomes into commercial impact and managing a Customer Impact Plan with risk mitigation.
Use practitioner-level AI fluency to integrate AI tool outputs into coherent narratives, explain AI behavior to customers, and provide structured feedback to improve AI systems.
2–5 years of related work experience in customer success, consulting, technical advisory, project management, business administration, or SaaS with demonstrable AI fluency.
Practitioner-level capability with AI tools and agents, able to override AI recommendations and explain AI functions to non-technical stakeholders.
Demonstrated business acumen and ability to manage stakeholder relationships at Director and Manager levels.
Familiarity with ServiceNow platform architecture and AI concepts; ServiceNow experience or certifications strongly preferred.
Experienced in managing mid-tier customer portfolios autonomously to drive adoption and renewal readiness with cross-functional collaboration.
Able to operate fluently with AI tools in a business context, integrating AI insights with human judgment for improved customer outcomes.
Comfortable leading structured, executive-level meetings and challenging assumptions to ensure commercial impact and customer success.