Senior Customer Success Manager - Moveworks

About the role

With Moveworks and ServiceNow now operating as one company, this Senior Customer Success Manager role sits at the intersection of innovation, enterprise scale and real-world impact. It helps bring the front door of AI to every employee through the Moveworks AI Assistant, powered by the ServiceNow platform, while strengthening enterprise workflows. The role guides customers through transformational journeys, acting as a trusted advisor to executives and a driver of adoption, value and long-term partnership.

Key responsibilities

• Own and grow a portfolio of 25 or more mid-market and enterprise customers, guiding them from go-live through long-term value realization
• Serve as a trusted advisor to executive sponsors, aligning AI-driven solutions to strategic business outcomes
• Drive adoption, engagement and expansion of the Moveworks AI Assistant across ServiceNow workflows
• Translate customer business needs into actionable solutions and influence roadmap and product evolution
• Identify, quantify and track customer success metrics tied to efficiency, cost savings and employee experience
• Proactively manage risks, expectations and change so customers succeed in complex environments
• Act as the voice of the customer internally, sharing insights, feedback and success stories
• Support renewal and expansion motions by demonstrating ongoing value and business impact

Required profile

• 5+ years of experience in Customer Success, Account Management, Implementation or Consulting within SaaS
• Experience supporting medium to large enterprise customers and navigating complex stakeholder environments
• Experience integrating AI into work processes, decision-making or problem-solving, such as using AI-powered tools, automating workflows or analysing AI-driven insights
• Bachelor's degree or equivalent practical experience
• Willingness to travel approximately 10-25%

Required skills

• Ability to explain technical and AI-driven solutions in clear, business-oriented terms
• Familiarity with workflow platforms, ITSM, HR systems or enterprise automation (ServiceNow experience a plus)
• Proven ability to build executive relationships and influence outcomes at multiple levels
• Process-oriented mindset with strong problem-solving and change management skills