Associate Customer Success Manager

What you get to do in this role: The Associate Customer Success Manager (CSM) is the practitioner level in the CSM job family. You will own consumption and adoption outcomes across a portfolio of mid-complexity customers, operating with judgment and autonomy within your portfolio while drawing on senior CSMs (IC3) for strategic or commercial ambiguity. You will utilize the internal AI agents that augment the role today and be ready to drive adoption of new agents as they are released. This is the level at which the CSM operates as a confident advisor, overriding agent-recommended plays where customer context demands, leading Customer Business Reviews at Director and Manager level, and translating platform outcomes into commercial impact for the business stakeholders you engage. You will also contribute to the practice: patterns from your accounts feed playbook development and your structured feedback improves the agent stack. You operate as a credible voice on how we work with AI with your customers. You can explain to a Director what AI is doing on their behalf, set realistic expectations for AI reliability, and help them think about their own governance and trust posture as they adopt ServiceNow's AI capabilities themselves. The way you operate is part of how ServiceNow is building toward a different way of working in customer success - your fluency with AI contributes to that journey. This role is illustratively aligned to a portfolio of moderate-complexity customers with mid-tier annual contract value - final portfolio sizing and ACV thresholds are subject to final design. Key Responsibilities Own consumption and adoption outcomes across a portfolio of mid-ACV, moderate-complexity customers; drive customer action through deep understanding of adoption metrics aligned to customer KPIs and business goals. Lead Customer Business Reviews at Director and Manager level; translate platform outcomes into commercial impact in the customer’s language. Own a standardised-to-moderately-tailored Customer Impact Plan across the portfolio; manage critical risks and mitigation strategies, conducting periodic reviews to refine the plan and report on adoption. Apply practitioner-level business acumen - understand how the customer makes money, differentiates, and manages risk; spot expansion signals in natural conversation and hand them off cleanly to Sales. Partner with the Renewal Account Manager (RAM) and AE on renewal readiness, surfacing risk and opportunity from your portfolio. Diagnose adoption blockers at configuration or workflow level; escalate complex technical issues to relevant stakeholders with full context already assembled. Contribute patterns from customer deployments to playbook development; provide structured feedback to agent systems and flag patterns that need new logic. Integrate outputs from multiple AI tools into a coherent customer narrative adding the commercial, political, and strategic context that AI cannot see. This integration work is where human judgment compounds with AI output. Explain AI behaviour to customer stakeholders with appropriate confidence calibration - what the AI did, what it didn't do, where it might be wrong, and where it should be trusted. Help customers build their own intuition for AI-augmented work. Provide structured feedback to the AI systems - flag failure modes, surface patterns the AI misses, and feed your judgement back so the system improves over time. Support Impact renewal preparation in collaboration with the AE and RAM, proactively addressing adoption challenges and value gaps.

To be successful in this role you have: 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. 2–5 years of related work experience in customer success, consulting, technica