Senior Manager, Customer Success
HybridTokyo, Tokyo, Japan
Job Summary
Lead a portfolio of customers as an advocate, guiding them to achieve goals and foster greater adoption of ServiceNow products. Oversee team engagement to improve technical health, deployment, and adoption activities while ensuring alerts are addressed and roadblocks are removed. Manage account portfolios to hit goals, reduce escalations, and ensure customers obtain maximum value from their licenses. Develop new success plays and collaborate with clients to create use cases and success stories. Partner with team members to assign activities and improve best practices. Requires 7+ years of experience, AI integration skills, leadership abilities, relevant certifications, and fluency in Japanese.
Required Qualifications
- 7+ years of related work experience
- equivalent work experience
- Ability to be creative, comfortable running projects independently
- Desire to solve complex issues through analysis and resolution
- Experience leading high functioning teams
- Completed appropriate ServiceNow and other appropriate industry or functional certifications (e.g. Customer Success)
- Must be fluent in Japanese
- Must be authorized to work in Japan
Desired Qualifications
- Experience in 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
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