Senior Customer Success Manager, Moveworks
On-siteMunich, Bavaria, Germany or Munich, North Dakota, United States
Job Summary
Own and grow a portfolio of strategic customers, guiding them from go-live through long-term value realization while serving as a trusted advisor to executive sponsors. Drive adoption and expansion of the Moveworks AI Assistant across ServiceNow workflows by translating business needs into actionable solutions that influence roadmap and product evolution. Build the EMEA success motion from scratch, creating playbooks, frameworks, and repeatable processes where none exist today, and share these assets across the team. Proactively manage risk, expectations, and change across diverse regional and cultural contexts, acting as the internal voice of the customer to share insights and success stories. Support renewal and expansion motions by demonstrating ongoing value and business impact.
Required Qualifications
- 6+ years in Customer Success, post-sales Account Management, Implementation, or Consulting within SaaS
- A builder's track record: you've created customer success motions, playbooks, or processes from scratch — not just executed someone else's
- Comfort with ambiguity: you make confident decisions with incomplete information and stay effective when priorities shift
- Hands-on fluency with AI in the way you work — using AI-powered tools, automating workflows, or applying AI-driven insights — and a point of view on how AI reshapes the functions and industries you serve
- Experience supporting large enterprise customers and navigating complex, multi-stakeholder environments
- Strong ability to explain technical and AI-driven solutions in clear, business-oriented terms
- Proven ability to build executive relationships and influence outcomes at multiple levels
- Familiarity with workflow platforms, ITSM, HR systems, or enterprise automation
- Bachelor's degree or equivalent practical experience
- Willingness to travel across the region as needed (variable, typically 10–25%)
- Fluency in English and German essential
Desired Qualifications
- ServiceNow experience a plus
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