Senior Success Advocate

About ServiceNow

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow—helping 85% of the Fortune 500® work smarter, faster, and better. We’re building an AI-native culture where technology and talent are unstoppable together. And we’re just getting started.

Join us to put AI to work for people.

About the Role

The Senior Success Advocate acts as a dedicated advocate for our customers, overseeing a portfolio to help them achieve business outcomes. You will foster greater adoption and usage of purchased ServiceNow products through prescriptive guidance, bringing ServiceNow’s best practices, innovations, and capabilities to help customers achieve their goals.

What you get to do in this role:

• Oversee customer engagement and outcomes within your portfolio.
• Assign activities to team members to achieve desired outcomes.
• Ensure customers are technically healthy and on the most recent product version.
• Guide the development of new Success Plays.
• Collaborate with customers to create new use cases and success stories.
• Ensure customers maximize value from their ServiceNow investment and fully utilize their licenses.
• Guide other ServiceNow teams in addressing customer issues.
• Identify and own new projects.
• Reduce the number of escalated customer situations.
• Guide best practice development and mentor junior team members.
• Assist with recruiting efforts.

Qualifications

To be successful in this role, you have:

• Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
• 10+ years of related work experience, or equivalent work experience.
• Creativity with comfort running projects independently.
• The ability to improve complex issues through analysis and resolution.
• Success in working collaboratively.
• Mentorship capabilities.
• ServiceNow certifications.

Additional Information

ServiceNow embraces a flexible and trusting approach to our distributed world of work through various work personas (flexible, remote, or required in office). Eligibility may be determined by confirming the distance between your primary residence and the closest ServiceNow office using a third-party service.

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 and conviction records will be considered in accordance with legal requirements.

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.

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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