ServiceNow
Senior Customer Success Manager – CPQ (Configure, Price, Quote)
ServiceNow, San Francisco, California, United States, 94199
Overview
Scroll down the page to see all associated job requirements, and any responsibilities successful candidates can expect. At ServiceNow, we build software that transforms how our customers work. Our CPQ solutions help enterprises streamline complex sales processes, and we’re looking for a Senior Customer Success Manager (CSM) to ensure customers realize their full value. This role blends strategic advisory, technical depth, and relationship management—helping customers align CPQ deployments to business objectives while partnering closely with Product and R&D to influence the roadmap.
Why This Role Matters As a Senior CSM, you will own the long-term, entire post-sale success of a portfolio of CPQ customers. You’ll act as a trusted advisor to executives and technical stakeholders alike, guiding customers through onboarding, adoption, AI enablement, and expansion. You will partner with Solution Integration Partners and internal Expert Services teams to provide program-level oversight and advisory support, ensuring deployments align with best practices and drive measurable ROI.
What You’ll Do
Own the Customer Relationship: Serve as the strategic technical advisor and trusted partner for assigned CPQ accounts, accountable for overall relationship health and long-term value realization.
Guide Customer Onboarding: Provide program-level guidance during onboarding, ensuring implementation partners and customer teams are aligned, expectations are managed, and best practices are embedded from day one.
Advise Through Implementations: Support customers during deployments with consultative guidance on architecture, integrations, governance, and change management, helping them avoid pitfalls while delivery teams execute.
Drive Technical Success: Deliver technical expertise across APIs, data flows, integrations, and scaling strategies, empowering customers to optimize their use of CPQ.
Enable Customers with AI: Advise customers on how to leverage ServiceNow’s AI and automation capabilities within CPQ and across their workflows, driving innovation, efficiency, and measurable business outcomes.
Ensure Adoption & ROI: Track usage, identify opportunities for feature expansion (including AI features), and provide actionable recommendations to demonstrate measurable business value.
Identify & Mitigate Risks: Anticipate program and technical risks, proactively advise on mitigation strategies, and support customers in navigating complexity.
Partner with Product & R&D: Collaborate closely with ServiceNow Product Management and R&D teams, advocating for customer needs, surfacing enhancement requests, and influencing roadmap priorities—particularly around AI-driven innovations.
Enable & Educate: Develop best practice frameworks, technical guides, and success playbooks that scale across the CPQ customer community.
Qualifications
A consultative advisor who can influence executives while engaging deeply with technical teams
Skilled in APIs, integrations, middleware, and AI/automation technologies, with the ability to provide meaningful technical guidance.
Experienced in customer onboarding and adoption strategies, with strong program-level influence to keep customers on track.
A relationship builder who translates technical complexity into clear business value for executives.
Proactive, organized, and comfortable guiding multiple enterprise accounts simultaneously.
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.
8+ years in technical customer success, technical account management, or solution advisory roles with enterprise SaaS products (CPQ, CRM, eCommerce preferred).
Proven ability to influence and guide executive sponsors and technical stakeholders.
Technical expertise with APIs, integrations, SaaS architectures, and AI/automation capabilities.
Experience supporting onboarding and enterprise-scale SaaS implementations, ensuring alignment with best practices and business goals.
Ability to learn and consult on ServiceNow CPQ architecture, AI enablement, and technical best practices.
Willingness to travel ~25% for customer engagements.
For positions in this location, we offer a base pay and bonus structure consistent with market ranges, plus equity (when applicable), and benefits. The base pay shown is a guideline, and total compensation will vary based on qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs.
Work Information Work personas (flexible, remote, or required in office) are categories assigned to ServiceNow employees depending on the nature of their work and location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity and Accommodations ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. If you require a reasonable accommodation to complete any part of the application process, please contact globaltalentss@servicenow.com for assistance.
Export Control Regulations: For positions requiring access to controlled technology subject to export control regulations, including EAR, employment is contingent upon obtaining any necessary licenses or approvals.
From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license.
#J-18808-Ljbffr
Scroll down the page to see all associated job requirements, and any responsibilities successful candidates can expect. At ServiceNow, we build software that transforms how our customers work. Our CPQ solutions help enterprises streamline complex sales processes, and we’re looking for a Senior Customer Success Manager (CSM) to ensure customers realize their full value. This role blends strategic advisory, technical depth, and relationship management—helping customers align CPQ deployments to business objectives while partnering closely with Product and R&D to influence the roadmap.
Why This Role Matters As a Senior CSM, you will own the long-term, entire post-sale success of a portfolio of CPQ customers. You’ll act as a trusted advisor to executives and technical stakeholders alike, guiding customers through onboarding, adoption, AI enablement, and expansion. You will partner with Solution Integration Partners and internal Expert Services teams to provide program-level oversight and advisory support, ensuring deployments align with best practices and drive measurable ROI.
What You’ll Do
Own the Customer Relationship: Serve as the strategic technical advisor and trusted partner for assigned CPQ accounts, accountable for overall relationship health and long-term value realization.
Guide Customer Onboarding: Provide program-level guidance during onboarding, ensuring implementation partners and customer teams are aligned, expectations are managed, and best practices are embedded from day one.
Advise Through Implementations: Support customers during deployments with consultative guidance on architecture, integrations, governance, and change management, helping them avoid pitfalls while delivery teams execute.
Drive Technical Success: Deliver technical expertise across APIs, data flows, integrations, and scaling strategies, empowering customers to optimize their use of CPQ.
Enable Customers with AI: Advise customers on how to leverage ServiceNow’s AI and automation capabilities within CPQ and across their workflows, driving innovation, efficiency, and measurable business outcomes.
Ensure Adoption & ROI: Track usage, identify opportunities for feature expansion (including AI features), and provide actionable recommendations to demonstrate measurable business value.
Identify & Mitigate Risks: Anticipate program and technical risks, proactively advise on mitigation strategies, and support customers in navigating complexity.
Partner with Product & R&D: Collaborate closely with ServiceNow Product Management and R&D teams, advocating for customer needs, surfacing enhancement requests, and influencing roadmap priorities—particularly around AI-driven innovations.
Enable & Educate: Develop best practice frameworks, technical guides, and success playbooks that scale across the CPQ customer community.
Qualifications
A consultative advisor who can influence executives while engaging deeply with technical teams
Skilled in APIs, integrations, middleware, and AI/automation technologies, with the ability to provide meaningful technical guidance.
Experienced in customer onboarding and adoption strategies, with strong program-level influence to keep customers on track.
A relationship builder who translates technical complexity into clear business value for executives.
Proactive, organized, and comfortable guiding multiple enterprise accounts simultaneously.
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.
8+ years in technical customer success, technical account management, or solution advisory roles with enterprise SaaS products (CPQ, CRM, eCommerce preferred).
Proven ability to influence and guide executive sponsors and technical stakeholders.
Technical expertise with APIs, integrations, SaaS architectures, and AI/automation capabilities.
Experience supporting onboarding and enterprise-scale SaaS implementations, ensuring alignment with best practices and business goals.
Ability to learn and consult on ServiceNow CPQ architecture, AI enablement, and technical best practices.
Willingness to travel ~25% for customer engagements.
For positions in this location, we offer a base pay and bonus structure consistent with market ranges, plus equity (when applicable), and benefits. The base pay shown is a guideline, and total compensation will vary based on qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs.
Work Information Work personas (flexible, remote, or required in office) are categories assigned to ServiceNow employees depending on the nature of their work and location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity and Accommodations ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. If you require a reasonable accommodation to complete any part of the application process, please contact globaltalentss@servicenow.com for assistance.
Export Control Regulations: For positions requiring access to controlled technology subject to export control regulations, including EAR, employment is contingent upon obtaining any necessary licenses or approvals.
From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license.
#J-18808-Ljbffr