Customer Success Guide

<p>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.</p><p><strong>What you get to do in this role:</strong></p><p><strong>Customer Portfolio Ownership</strong></p><ul><li>Independently manage a complex portfolio of APAC customers, with clear ownership of outcomes, health metrics, and renewal risk.</li><li>Develop and execute customer success plans with well-defined goals, timelines, and measurable success criteria.</li><li>Proactively identify adoption gaps and risks, and drive resolution without requiring manager escalation.</li></ul><p><strong>Executive &amp; Stakeholder Engagement</strong></p><ul><li>Build and maintain trusted advisor relationships with customer stakeholders, including C-suite and VP-level executives.</li><li>Lead strategic Business Reviews, aligning customer goals with platform capabilities and ServiceNow’s long-term roadmap.</li><li>Navigate complex organisational structures with confidence, adapting engagement strategies to different stakeholder personas.</li></ul><p><strong>Platform Expertise &amp; Advisory</strong></p><ul><li>Serve as a credible product advisor, confidently addressing technical and functional questions about the ServiceNow platform.</li><li>Provide prescriptive, outcome-focused guidance on governance, adoption models, internal champions, and platform maturity.</li><li>Stay current on new product capabilities and translate these into tangible value propositions for your customers.</li></ul><p><strong>Cross-functional Collaboration</strong></p><ul><li>Partner with Sales, Support, and Professional Services to deliver seamless customer experiences and resolve escalations efficiently.</li><li>Contribute to the CEG knowledge base through case studies, best practice documentation, and thought leadership assets.</li><li>Proactively share customer insights and market signals with internal teams to influence product and go-to-market strategy.</li></ul><p><strong>Team Contribution &amp; Mentorship</strong></p><ul><li>Informally mentor junior Customer Success Guides, sharing knowledge and helping develop their customer engagement skills.</li><li>Model best practices in strategic thinking, communication, and customer success across the team.</li><li>Actively contribute to team initiatives, cohort programs, and continuous improvement efforts.</li></ul><p><strong>In your first 12 months, you will be expected to:</strong></p><ul><li>Achieve strong adoption and health scores across your portfolio with minimal escalation.</li><li>Build a track record of proactive customer engagement where customers feel supported before they need to ask.</li><li>Deliver 2–3 documented customer success stories or case studies.</li><li>Demonstrate platform fluency and confidently lead product advisory conversations.</li><li>Be recognised as a reliable, independent contributor who raises the team’s standards.</li></ul> <p><strong>To be successful in this role you have:</strong></p><ul><li>3-5 years of experience in Customer Success, IT Consulting, Business Development, or Strategic Account Management, ideally in a SaaS or enterprise technology environment.</li><li>Demonstrated ability to independently manage a portfolio of accounts and drive measurable customer outcomes.</li><li>Strong executive communication and presentation skills, with the ability to influence senior stakeholders.</li><li>Solid understanding of SaaS business models, enterprise technology, and complex organisational dynamics.</li><li>High emotional intelligence with strong organisational skills and the ability to mana ... (truncated, view full listing at source)