Senior Customer Success Manager in Sydney

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the Super Intelligence Control Tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow—helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started. Join us to put AI to work for people.

About the Role

As a Customer Success Manager, you sit at the crossroads of innovation, enterprise scale, and real-world impact. With Moveworks and ServiceNow now operating as one company, this role plays a pivotal part in delivering on a shared vision: bringing the front door of AI to every employee while strengthening enterprise workflows through the Moveworks AI Assistant, powered by the ServiceNow platform. You will guide customers through transformational journeys, helping them realize measurable business outcomes by pairing intelligent automation with deeply integrated enterprise workflows. You are both strategist and operator: a trusted advisor to executives, an advocate for the customer internally, and a driver of adoption, value, and long-term partnership.

Who We Are

Moveworks, now part of ServiceNow, is redefining how work gets done. Together, we combine Moveworks’ industry-leading AI Assistant with ServiceNow’s world-class workflow platform to deliver instant, intelligent support across IT, HR, Finance, and beyond. Our shared mission is simple and ambitious: make work better for people. We do this by resolving employee needs instantly, automating complex workflows, and enabling enterprises to operate faster, smarter, and at scale.

What You’ll Do

• Own and grow a portfolio of 25 or more mid market & 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, influencing 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, ensuring customers successfully navigate 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.

Qualifications

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• 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.
• Strong 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.
• Comfortable operating in fast-moving, evolving product environments.
• Bachelor’s degree or equivalent practical experience.
• Willingness to travel approximately 10-25%.

Why This Role Matters

This is not a traditional Customer Success role. You are helping define how AI shows up in everyday work, turning complexity into clarity for millions of employees. Together, Moveworks and ServiceNow are shaping the future of enterprise productivity, and this role is on the front lines of that transformation.

Additional Information

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.