Role: Servicenow Customer Success Manager Location: Remote Type: Contract Rate: CAD50/hr - CAD60/hr

The Senior Customer Success Manager (CSM) serves as the primary customer advocate and strategic relationship manager, responsible for driving customer success, product adoption, and business value realization. Acting as the main point of contact, the Senior CSM partners with customers to understand their business objectives, develop success plans, promote solution adoption, and ensure customers achieve desired outcomes from their technology investments. This role is responsible for managing a portfolio of customers, overseeing customer engagement plans, monitoring product adoption and utilization, mitigating risks, conducting business reviews, and collaborating with cross-functional teams to deliver exceptional customer experiences. The Senior CSM plays a critical role in maximizing customer satisfaction, retention, and long-term growth. Key Responsibilities Manage and nurture relationships with a portfolio of strategic customers, ensuring successful adoption and achievement of business objectives. Act as the primary point of contact and trusted advisor for customer stakeholders. Develop, maintain, and execute Customer Success Plans aligned with customer goals, KPIs, and desired outcomes. Monitor customer health, product usage, adoption metrics, and engagement levels to identify opportunities and risks. Drive customer actions through proactive recommendations, best practices, and strategic guidance. Ensure customers derive maximum value from their technology investments and fully utilize purchased products and services. Conduct regular business reviews, executive meetings, and success planning sessions to demonstrate value and progress. Identify, track, and mitigate customer risks, ensuring timely resolution of issues and concerns. Partner with cross-functional teams including Product, Support, Professional Services, Sales, and Engineering to address customer needs and accelerate outcomes. Lead escalations and coordinate internal resources to ensure rapid issue resolution and customer satisfaction. Leverage and contribute to customer success methodologies, best practices, and playbooks. Collaborate with customers to develop use cases, success stories, and reference opportunities. Provide customer insights and feedback to internal teams to influence product improvements and service enhancements. Support strategic initiatives and special projects assigned by leadership. Ensure customers remain on supported product versions and maintain a healthy technical environment. Required Qualifications Bachelor’s degree in Business, Information Technology, Computer Science, or a related field. Proven experience in Customer Success, Account Management, Customer Experience, Consulting, or a related customer-facing role. Strong ability to build and maintain executive-level customer relationships. Experience managing multiple customer accounts and complex stakeholder environments. Excellent communication, presentation, and interpersonal skills. Strong problem-solving, analytical, and project management capabilities. Ability to influence cross-functional teams and drive customer outcomes without direct authority. Experience analyzing customer adoption metrics and translating insights into actionable plans. Demonstrated ability to manage escalations and navigate complex business challenges. Preferred Qualifications Experience working in SaaS, Enterprise Software, Cloud, or Technology environments. Familiarity with customer success methodologies and customer lifecycle management. Experience conducting executive business reviews and strategic customer planning sessions. Strong understanding of digital transformation, enterprise applications, and customer adoption frameworks. Relevant customer success or project management certifications are a plus.