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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 customer signals into action. 

Key Responsibilities 

Drive Adoption 

• Design and execute lifecycle programs that accelerate onboarding, feature adoption, and time-to-value. 
• Create targeted engagement campaigns based on maturity and product usage. 
• Identify and recommend adoption improvements (in-product guidance, education, webinars, self-service resources) to Product and Marketing teams. 

Protect Gross Revenue Retention 

• Develop automated interventions for at-risk customers. 
• Partner with CSMs to prioritize outreach and remediation efforts based on customer signals and business impact. 
• Measure and improve key indicators tied to renewal outcomes. 

Digital Customer Programs 

• Own the digital customer journey from onboarding through renewal. 
• Create scalable programs that increase engagement without increasing headcount. 
• Leverage AI and automation to personalize customer experiences at scale. 

Reasoning  & Insights 

• Monitor adoption, engagement, and retention metrics. 
• Build dashboards and reporting for Executives and Customer Success teams. 
• Translate customer behavior data into actionable recommendations. 

Cross-Functional Leadership 

• Partner with Product to improve adoption of strategic capabilities. 
• Work with Marketing on customer education and lifecycle communications. 
• Collaborate with CS Operations on tooling, data quality, and reporting. 

Success Metrics 

• Gross Revenue Retention (GRR) 
• Renewal rate 
• Product adoption and feature utilization 
• Customer health score improvements 
• Shortened Time-to-value 
• Expansion-ready account creation 
• Digital engagement rates 
• Reduction in at-risk accounts 
• CSM capacity leverage 

To be successful in this role you have:

• 5-10 years in Customer Success, Customer Success Operations, Digital CS, Lifecycle Marketing, or Product Adoption roles. 
• Demonstrated success improving adoption and retention in a SaaS environment. 
• Previous experience building and launching a digital CS program  
• Strong reasoning skills with experience building health scores, segmentation, and customer journey programs. 
• Experience with customer success platforms, CRM systems, and marketing automation tools. 
• Comfortable operating as both strategist and builder. 
• Experience leveraging AI and automation to scale customer engagement. 

For positions in this location, we offer a base pay of $116,400 - $192,100, 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.

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Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity,  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. 

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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. 

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