Senior Customer Success Manager (Banking)

Quick Facts

• Role: Senior Customer Success Manager (Banking)

• Focus: Orchestrate customer success using ServiceNow Impact for banking customers

Description

The Senior Customer Success Manager — Banking is the primary orchestration lead for customers using ServiceNow Impact. You manage a portfolio of banking customers, serving as a trusted advisor who aligns platform capabilities with business, regulatory, and transformation priorities to deliver measurable outcomes. You own the Customer Impact Plan and drive adoption, platform health, satisfaction, retention, and long-term relationship strength.

Responsibilities

• Manage a portfolio of banking customers and build trusted relationships from practitioners to C-level stakeholders

• Develop and manage Customer Impact Plans aligned to ServiceNow capabilities, Impact entitlements, adoption milestones, KPIs, and transformation roadmaps

• Apply banking knowledge across operational resilience, regulatory compliance, risk, cybersecurity, customer/employee experience, technology modernization, and responsible AI adoption

• Coach customers on the ServiceNow Platform, governance, and best practices to increase adoption and self-sufficiency

• Lead governance meetings, workshops, executive business reviews, and on-site sessions to advance priorities and demonstrate value

• Monitor customer health, anticipate and mitigate renewal risk, and coordinate cross-functional teams for critical issues and escalations

• Orchestrate ServiceNow teams and strategic partners to align commitments and influence long-term account strategy

• Advocate for customers by communicating feedback and industry needs while maintaining clear documentation and follow-through

Requirements

• 5+ years of success in Customer Success or a consultative technology role, delivering measurable outcomes across adoption, value realization, satisfaction, and retention

• Ability to translate customer goals into actionable success plans, adoption roadmaps, governance, and measurable outcomes

• SaaS/IT expertise to translate ServiceNow (or comparable platforms) into business value

• Demonstrated success with large enterprise customers and credibility with senior and C-level stakeholders

• Executive presence plus strong communication, facilitation, analytical, and problem-solving skills

• Ability to mobilize cross-functional teams and deliver results across multiple customers and priorities

• Knowledge of AI tools, governance, privacy, model risk, and responsible use in regulated environments (ServiceNow experience/credentials a plus)

Benefits

• Base pay guideline: $113,700–$199,000 plus equity (when applicable) and variable/incentive compensation

• Health plans, flexible spending accounts, 401(k) with company match, ESPP

• Matching donations, flexible time away plan, and family leave programs

• Work persona flexibility (flexible, remote, or required in-office depending on role/location)