CLOUDIT - Customer Success Manager - ServiceNow

Customer Success Manager - ServiceNow (ITOM, ITAM, ITSM, CSM, S2P & APO)

CloudIT is hiring for one of its leading clients, an advanced technology solutions company with 10,000+ employees and a strong presence across major metro cities including Pune, Noida, Hyderabad, and Bangalore.

We are seeking an experienced and customer-focused Customer Success Manager (CSM) to lead strategic client engagements across enterprise ServiceNow transformation programs. The ideal candidate will possess deep expertise in ServiceNow modules including ITOM, ITAM, ITSM, CSM, Source-to-Pay (S2P), and APO-driven operational transformation initiatives.

Key Responsibilities :

- Build and maintain executive-level relationships with enterprise customers and stakeholders

- Drive customer success strategies, adoption roadmaps, and value realization initiatives

- Lead strategic discussions around ServiceNow platform optimization across ITSM, ITOM, ITAM, and CSM modules

- Collaborate with delivery, architecture, and consulting teams to ensure successful program execution

- Identify opportunities for cross-sell, upsell, and platform expansion across S2P and APO initiatives

- Monitor customer health metrics, governance models, SLA adherence, and transformation outcomes

- Conduct business reviews, maturity assessments, and continuous improvement workshops

- Support enterprise transformation programs involving automation, AI integration, workflow modernization, and operational optimization

- Act as the voice of the customer and drive resolution of escalations and strategic concerns

- Enable customers to maximize ROI through process optimization and adoption best practices

- Work closely with sales, presales, and solution teams to support growth initiatives