• Own a mixed portfolio of named customer accounts while sharing responsibility for scaled Digital Customer Success motions, and proactively guide customers from post-go-live through ongoing adoption, value realization, renewal readiness, advocacy, and growth. • Build strong relationships with key customer stakeholders and develop a clear understanding of each customer’s goals, workflows, priorities, and definition of success. • Lead regular customer touchpoints including strategic reviews, executive business reviews, success planning conversations, and adoption-focused meetings. • Translate product usage, workflow outcomes, and customer feedback into a clear value story that demonstrates business impact and supports ROI discussions. • Partner with customers to define success measures, align on priorities, and create actionable success plans that move their goals forward. • Use both qualitative and quantitative signals to monitor account health, identify risks early, and recommend proactive actions to improve customer outcomes. • Create executive-ready summaries, recommendations, and account plans that help customers and internal teams stay aligned on progress, priorities, and risk. • Partner closely with Sales, Account Management, Implementation, Support, Product, and other internal stakeholders to deliver a seamless customer experience. • Support renewal and expansion conversations by helping ensure customers understand the value of Coconut, are prepared for commercial discussions, and are positioned for long-term success. • Contribute to scaled customer success motions by supporting programs such as webinars, office hours, lifecycle outreach, success resources, and repeatable digital plays when appropriate. • Share customer feedback, recurring themes, product gaps, and workflow insights with internal teams to help improve product direction, enablement, and customer experience. • Contribute to the continued evolution of Customer Success at Coconut through playbooks, templates, process improvements, tooling ideas, and best practices. • Explore emerging technologies, especially AI and LLMs, to better support customers, solve business challenges, and drive stronger outcomes.

• Be the overall program manager. • Proactively identify issues and gaps within platforms, customer, or vendor processes and be empowered to work across Tangoe Teams to provide alternative solutions to maintain a high level of Customer Satisfaction/CSAT. • Balancing the customer advocacy with Tangoe best interest in business strategy. • Taking leadership of all customer calls to ensure appropriate program progression. • Demonstrate understanding of Tangoe products and services to effectively drive valuable strategic conversations. • Create lead generation opportunities while engaging the customer in expansion or enhancements to current solutions. • Effectively track and communicate issues and overall goals with the client. • Attending strategic planning sessions and account reviews with customers as business needs require. • Industry and platform agnostic program management. • Being responsible for notifications and awareness across Tangoe for risk and health of customer portfolio. • Any other duties as directed by your manager.

Company Description It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone-freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow- helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started. Join us to put AI to work for people. Job Description What you get to do in this role: The role of the Senior Success Advocate is to act as an advocate for our customers. You will oversee a portfolio of customers to help them achieve business outcomes and foster greater adoption and usage of the ServiceNow products they have purchased through prescriptive guidance. You will bring ServiceNow's best practices, innovations, and capabilities to help customers achieve their goals. - You will oversee the engagement and outcomes for customers in your portfolio - Assign out activities to other team members to achieve outcomes - Ensure customers are technically healthy and on the most recent version of our product - Guide development of new Success Plays - Work with customers to create new use case/success stories - Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses - Guide other ServiceNow teams to address customer issues - Identify and own new projects - Reduce number of escalated customers - Guide best practice development and mentor/guide junior team members - Help with recruiting Qualifications 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. - 10+ years of related work experience; OR equivalent work experience - Creativity with comfort running projects independently - Improve complex issues through analysis and resolution - Succeed in working collaboratively - Mentor team members - ServiceNow certifications FD21 For positions in this location, we offer a base pay of $148,400 - $259,700, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as 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. Compensation is based on the geographic location in which the role is located and is subject to change based on work location. 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. ©2026 Fortune Media IP Limited. All rights reserved. Used under license. .

Role Description In this role, you will serve as the trusted advisor and internal advocate for a portfolio of our customers. You will be responsible for providing Perceptyx customers with guidance and best practices along the path to a healthy adoption of our platform and services. You will deliver ongoing support and advice around strategy and long-term planning, ensuring that customers maximize all of the benefits possible to their organization through their partnership with Perceptyx both now and into the future. You will partner with customers to improve their employee experiences and ultimately achieve greater organizational success. What You’ll Do - Strategic Success Planning: - Conduct regular meetings to discuss customers’ business priorities, desired outcomes, and success metrics. - Utilize insights to develop and optimize ongoing employee listening strategy and success plans. - Relationship & Value Delivery: - Develop a trusted advisor relationship across multiple levels of customer organizations. - Capture, verify, and reflect value generated back to key customer stakeholders and executive sponsors. - Portfolio Health & Risk Mitigation: - Monitor customer progress and coordinate proactive management of customer health and risk indicators. - Systematically turn at-risk customers into healthy partnerships. - Product Education & Roadmap Advocacy: - Educate and excite customers on the power of the Perceptyx People Insights Platform. - Channel customer feedback to inform our future product roadmap. - Commercial Growth Support: - Partner collaboratively with the Customer Sales team to identify strategic expansion and growth opportunities within assigned accounts. - Customer Advocacy: - Drive customer advocacy by cultivating deep partnerships that translate into client references, referrals, and published case studies. Qualifications - 2–5 years of experience in a Customer Success or Account Management role within a B2B SaaS organization. - 7+ years of overall relevant professional work experience. - 0–2 years of supervisory or team-leading experience is an asset. - Demonstrated ability to tie client business priorities to tangible software outcomes. - Track record of successfully stabilizing at-risk accounts. - Exceptional written and verbal communication skills, with an emphasis on high empathy and solution-oriented responses. - Experienced in facilitating conversations with executive stakeholders. - A highly organized self-starter who excels at time management and task prioritization. - Ability to learn, adapt, and thrive in a fast-paced, high-growth environment. - Willingness to travel based on customer and business needs. - Eager commitment to working with people of diverse backgrounds and experiences. - Bachelor's Degree (4-year) in any field of study. Benefits - Comprehensive medical, dental, and vision insurance. - RRSP matching. - Generous PTO and paid holidays. - Parental leave. - Professional development budget.