job posting · smartrecruiters
SERVICENOW, INC.: Digital Customer Success Program Manager
Observed on the employer’s careers system, last checked 2026-09-05.
- Employer
- SERVICENOW, INC.
- Location
- Mountain View
- Category
- Administrative
- Posted
- 2026-08-19
- Careers system
- smartrecruiters
- Observed
- 2026-09-05
Role description
Verbatim from the employer’s posting, rendered as plain text.
The Digital Customer Success Program point person is responsible for designing and operating a scaled, digital-first customer engagement program within CS Operations that drives product adoption, customer health, and Gross Revenue Retention (GRR) for the Mid-Market segment. This role owns the digital customer journey motions from onboarding through renewal—creating scalable plays and campaigns that deliver value at scale while intelligently routing accounts to human touch (CSM engagement) when signals indicate risk or expansion opportunity. You will partner closely with Mid-Market CSM Principals to shape program strategy, define segmentation and engagement rules, and ensure the digital program amplifies (not replaces) human-led relationships. You are both strategist and operator: defining the program architecture, building the plays, running the daily operations, and translating…
Provenance
744000144379209