• As a Customer Success Manager, you will be responsible for ensuring an exceptional customer experience. • You will provide personalized and strategic follow-up for our clients. • You will serve as the primary point of contact for clients in the program. • You will monitor client performance metrics. • You will work closely with internal teams to improve customer service processes and tools.

• Drive customer relationships for a leading educational video platform, and work alongside a high-performing, motivated and sociable team • Oversee a portfolio of schools as the primary contact by developing and maintaining strong relationships with key stakeholders to foster trust and collaboration • Deliver training sessions, workshops, and webinars to educate customers about product features and best practices, ensuring they have the necessary tools for success • Maximise usage within schools by using data and tracking engagement metrics to identify areas for improvement or risk • Ensure successful subscription renewals by proactively building account plans that address client needs and opportunities for growth • Gather customer feedback to relay to product development teams to drive continuous improvements in the product and offerings • Provide regular reports on customer success metrics, progress, and insights to the management team via OKR targets • Work closely with Customer Success and technical teams to address customer inquiries, escalate and resolve product issues, and provide timely support to enhance the customer experience

Role Description This is a Client Strategist role — someone who owns the client relationship, understands marketing strategy at a conceptual level, and serves as the bridge between the client and the fulfillment team. You don't need to be the one pressing buttons in ad accounts — we have dedicated media buyers for execution. But you need to understand strategy well enough to guide the client, explain performance, and direct the team. The governing rule: You just have to know more than the customer. You're a strategist and translator, not a technical operator. You will manage a pod of ~30 clients (20–25 high-ticket + low-ticket accounts), serving as their primary point of contact, strategic advisor, and the person they trust to run their marketing. What You'll Do: - Own client relationships end-to-end — weekly/biweekly calls, text updates, personalized reporting - Understand and communicate funnel strategy — lead gen ads, retargeting, CRM flows, automated follow-up sequences - Review campaign results, identify trends, and translate marketing data into language a business owner understands — no jargon, just results and next steps - Direct creative — guide the creative team on what ads should say and look like based on what's working - Drive retention, upsells, referrals, Google reviews, and testimonials - Hold frame on client calls — our clients are direct, sometimes aggressive, and expect you to run the meeting with confidence - Bridge the gap between client needs and media buyer execution — understand what the client wants, translate it into actionable strategy for the team Qualifications - Blue-collar or trades background — you've worked in or around the trades (HVAC, plumbing, roofing, electrical, landscaping, remodeling, or similar). - Marketing background — you understand what marketing is: funnels, ads, leads, basic metrics. - Extremely articulate — you speak fluently, collectedly, and intelligently. - Sales instinct — this role is more sales than marketing. - Hungry and driven — you're energetic, tech-savvy, constantly learning, and fully bought into the agency's mission. - Proactive communicator — you reach out before the client has to ask "what's going on?" Requirements - Full-funnel experience (ads → CRM → automated follow-up) - Experience with Facebook Ads, Google Ads, or LSAs — even at a conceptual level - Creative direction experience — conceptualizing ad angles, scripting video ads - Agency experience managing multiple accounts - Familiarity with CRM platforms (GoHighLevel, HubSpot, or similar) - SEO fundamentals — enough to have an informed conversation about content and rankings Benefits - $60,000/year base salary - Performance bonus structure tied to retention, upsells, and client satisfaction - Total compensation: $75,000–$85,000 depending on performance - Path to Head of Customer Success as the company scales the pod model - Quarterly in-person team meetups - Fully remote — work from anywhere in US

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: - You will Identify areas of risk and takes steps to prevent customer or revenue churn - You will be responsible for working closely with Sales Teams to define and execute product adoption and customer retention plans - As a Customer Success Executive, you will provide prescriptive guidance on internal project/program governance and help the customer create the appropriate governance models and makes sure that all parties adhere to it. - You will help the customer identify incidents where contractual SLAs were missed and takes necessary action - Improving the overall satisfaction of the customer, as well as the satisfaction of their internal customers, is the key to success in this role. 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. - The ideal candidate will have significant experience collaborating with senior IT and business leaders. They must have a track record of successfully demonstrating the ability to translate corporate strategy/objectives with the applied use of ServiceNow technology in the context of the client's environment. - PMP preferred, project management experience required. - A minimum of 10 years in a similar client facing or appropriately relevant role, in operating account or client relationship management - Experience in any of the following critical subject areas, with a demonstrated history delivering consulting services: - IT Strategy and Planning - IT Operations and Management - Human Resources - Security Operations - Customer Service Management - IT Processes - IT Governance - IT Portfolio, Program and Project Management - IT Project Delivery (SDLC) - Experience with project problem diagnosis, solution development, client communications, facilitation of decision making, documentation, managing client expectations, and team leadership JV20 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.