• Deliver professional and timely support to residents via chat, email, and resident portal channels. • Act as the primary liaison for resident inquiries, concerns, and service-related requests. • Receive, document, and coordinate maintenance requests with internal departments. • Resolve apartment-related concerns, complaints, and general service inquiries. • Investigate and address billing discrepancies. • Maintain accurate records of customer interactions and case updates within CRM systems. • Utilize SAP and internal platforms to monitor and manage service tickets. • Conduct follow-ups to ensure complete issue resolution and resident satisfaction. • Escalate complex concerns to the appropriate teams when necessary. • Consistently meet service-level expectations related to response times and quality.

Role Description We are seeking a motivated and experienced Customer Success Manager to support a UK-based employer in driving customer satisfaction and long-term retention. This role is ideal for a South African professional who is organised, proactive, and confident working with UK teams remotely. - Manage and support a portfolio of customers through their onboarding and lifecycle journey - Handle customer concerns, feedback, and escalations with empathy and efficiency - Communicate effectively with internal teams and external stakeholders across time zones - Maintain accurate records of customer interactions, health scores, and success plans - Use relevant tools such as customer success platforms, CRM systems, and helpdesk software - Support the wider team with renewal forecasting, reporting, and customer advocacy initiatives - Identify opportunities to expand accounts and improve overall customer outcomes Qualifications - 2+ years of experience in customer success, account management, or a related field - Excellent written and verbal communication skills in English - Strong organisational skills with the ability to manage multiple customer accounts simultaneously - Proficient in CRM or customer success platforms and Microsoft Office or Google Workspace - Able to work independently and manage your own time effectively - High attention to detail and a proactive approach to problem-solving - Experience working with UK-based clients or employers is advantageous - Must have a reliable laptop, stable internet connection, and a quiet working environment Requirements - Salary: R30,000/month - 100% Remote

• Develop and Maintain Relationships to structure strategic partnerships with key customer decision-makers, understanding their organizational business objectives, and keeping them educated on emerging industry trends. • Lead Contract Strategy and Renewal by partnering with the Account Executive and the customer to identify contract gaps, negotiate pricing and service level agreements (SLAs), and execute the renewal process to drive customer retention. • Manage Customer Experience and Compliance by researching escalated service and billing issues, executing ad-hoc requests (like reports or audits) in accordance with service level agreements, and ensuring adherence to Federal, State, and Local laws, as well as Iron Mountain policies.

Company Description It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone. Job Description As a Manager of Customer Success at Moveworks, you will lead a team of Customer Success Managers focused on building meaningful customer relationships, driving measurable value realization, and positioning Moveworks the AI Employee Front Door for every customer in your portfolio. You will influence the strategic direction for your team's customer engagements, coach CSMs to be trusted AI advisors, and own retention outcomes across a growing book of enterprise business. This is a role for a leader who understands how to guide and bring high-value customer outcomes to life - and how to build the team to do it at scale. What you'll do - Lead and develop your team - Lead, mentor, and grow a focused team of Strategic CSMs - setting a high-performance bar from day one, running disciplined 1:1s, and building a culture of trust, accountability, and urgency - Have hard performance conversations early and often; don't let issues linger - your team and your customers can't afford it - Coach CSMs to become trusted AI advisors and executive-level relationship owners who move fast and communicate with precision - Rally your team through ambiguity and change; be the steady hand and the honest voice when things shift - Own retention and growth outcomes - Own team-level GRR and NRR outcomes with a proactive lens on risk and expansion across a concentrated, high-stakes portfolio - Establish rigorous portfolio risk management - leveraging health signals, usage data, and relationship intelligence to surface and act on at-risk accounts before they become problems - Serve as the executive escalation point for your most critical accounts; mobilize cross-functional resources with speed and clear ownership - Maintain an acute awareness of the full portfolio at all times - nothing in your book should surprise you - Drive strategic value and C-level partnerships - Build and protect executive relationships at your customers with intensity - these accounts operate at C-suite and VP levels and require sustained, deliberate relationship investment - Guide your team in developing compelling value narratives that connect Moveworks investments to measurable enterprise outcomes and strategic AI roadmaps - Position yourself and your team as the definitive AI adoption partners for your portfolio - customers should see Moveworks as indispensable - Maintain field presence; show up, be visible, and bring your team with you - Build process and scale what works - Build the operating rhythm for the team: cadences, escalation frameworks, QBR standards, and account review processes - and hold the team accountable to them - Develop and evolve playbooks that establish best practices for the Strategic segment; document what works and drive adoption - Partner with Sales, Product, and Support to advocate for your customers and surface portfolio-level insights that influence roadmap and company priorities - Create and champion Customer Success stories that demonstrate AI-driven value from your portfolio Qualifications What we're looking for 7+ years in Customer Success, Account Management, or a related customer-facing role in B2B SaaS - with meaningful time spent at the enterprise or strategic tier 2+ years directly managing a team of CSMs; ideally a smaller team of senior ICs rather than a large team of early-career CSMs - you know the difference and it shows in how you coach Hands-on ownership of accounts at $1M+ in ARR - not just worked at a company that had them, but personally sat in the room, defended renewals, and navigated the complexity that comes with that level of relationship Proven experience managing through a genuine customer crisis: an exec sponsor departure, a failed implementation, a competitive threat on a high-value renewal - and can speak specifically to how you handled it and what the outcome was Demonstrated ability to build and sustain executive relationships at the C-suite and VP level, with a track record of becoming a trusted advisor that customers call proactively - not reactively Experience influencing cross-functionally at a senior level - able to represent the portfolio with authority in front of executive leadership team and drive action without direct authority Experience developing value narratives and business cases that articulate ROI and connect product usage to strategic customer outcomes A bias for action, a passion for operational excellence, and a genuine commitment to customer outcomes. You move fast, set a high bar, and bring the team with you. How you Operate High agency: you take ownership, remove blockers independently, and find creative solutions when the playbook doesn't have an answer Everything with urgency: you operate with a bias toward speed and make decisions decisively, even when the information is imperfect Resourceful and resilient: you've been through difficult moments with customers or teams and can speak candidly about what you learned about yourself Candid and direct: you set clear expectations, follow up relentlessly, and don't soften feedback to the point of losing the message Comfortable with ambiguity: you can lead a team through uncertainty and change without losing momentum or morale Self-sufficient: you don't need a fully built infrastructure to start delivering; you build it while the engine is running Additional Information Work Personas 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. 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 Employer 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 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. From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.