Customer Success Guide

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
This is an exciting opportunity to join ServiceNow's Customer Excellence Group (CEG) as a Customer Success Guide, operating from our office in Bengaluru. As an experienced team member, you will take independent ownership of a complex portfolio of APAC customers, driving platform adoption, retention, and measurable business outcomes. At this level, you are expected to operate with greater autonomy, bring strategic insight to customer engagements, and informally mentor junior team members.
What you get to do in this role:
Customer Portfolio Ownership

• Independently manage a complex portfolio of APAC customers, with clear ownership of outcomes, health metrics, and renewal risk.
• Develop and execute customer success plans with well-defined goals, timelines, and measurable success criteria.
• Proactively identify adoption gaps and risks, and drive resolution without requiring manager escalation.

Executive & Stakeholder Engagement

• Build and maintain trusted advisor relationships with customer stakeholders, including C-suite and VP-level executives.
• Lead strategic Business Reviews, aligning customer goals with platform capabilities and ServiceNow's long-term roadmap.
• Navigate complex organisational structures with confidence, adapting engagement strategies to different stakeholder personas.

Platform Expertise & Advisory

• Serve as a credible product advisor, confidently addressing technical and functional questions about the ServiceNow platform.
• Provide prescriptive, outcome-focused guidance on governance, adoption models, internal champions, and platform maturity.
• Stay current on new product capabilities and translate these into tangible value propositions for your customers.

Cross-functional Collaboration

• Partner with Sales, Support, and Professional Services to deliver seamless customer experiences and resolve escalations efficiently.
• Contribute to the CEG knowledge base through case studies, best practice documentation, and thought leadership assets.
• Proactively share customer insights and market signals with internal teams to influence product and go-to-market strategy.

Team Contribution & Mentorship

• Informally mentor junior Customer Success Guides, sharing knowledge and helping develop their customer engagement skills.
• Model best practices in strategic thinking, communication, and customer success across the team.
• Actively contribute to team initiatives, cohort programs, and continuous improvement efforts.

In your first 12 months, you will be expected to:

• Achieve strong adoption and health scores across your portfolio with minimal escalation.
• Build a track record of proactive customer engagement where customers feel supported before they need to ask.
• Deliver 2-3 documented customer success stories or case studies.
• Demonstrate platform fluency and confidently lead product advisory conversations.
• Be recognised as a reliable, independent contributor who raises the team's standards.

Qualifications
To be successful in this role you have:

• 3-5 years of experience in Customer Success, IT Consulting, Business Development, or Strategic Account Management, ideally in a SaaS or enterprise technology environment.
• Demonstrated ability to independently manage a portfolio of accounts and drive measurable customer outcomes.
• Strong executive communication and presentation skills, with the ability to influence senior stakeholders.
• Solid understanding of SaaS business models, enterprise technology, and complex organisational dynamics.
• High emotional intelligence with strong organisational skills and the ability to manage competing priorities.
• Experience facilitating Business Reviews, success planning sessions, or executive workshops.

Preferred

• Experience with ServiceNow or similar enterprise platforms.
• Background in program or project management.
• Exposure to APAC markets and cross-cultural customer engagement.
• Business-related degree or equivalent practical experience.

FD21
Additional Information
Work Personas
We 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. Learn more here .
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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.
Accommodations
We 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 [email protected] for assistance.
Export Control Regulations
For 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.
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