数字客户成功项目经理
Digital Customer Success Program Manager
#### 公司简介
一切始于工程师Fred Luddy为他的同事Phyllis编写了一段代码，自动化了一个繁琐的任务。她感动得喜极而泣。这一时刻激发了Fred创建一家公司，让每个人都能摆脱琐碎的工作，专注于有意义的事情。如今，ServiceNow是业务重塑的AI控制中心。我们的ServiceNow AI平台整合任何AI、任何数据和任何工作流程，帮助85%的财富500强®企业更聪明、更快、更好地工作。我们正在打造一种AI原生文化，让技术和人才携手不可阻挡地前进。而我们才刚刚开始。
加入我们，让AI为人们服务。
#### 职位描述
数字客户成功项目负责人负责在客户成功运营部门内设计并运行一个可扩展的、以数字为主的客户参与计划，推动中型企业市场的产品采用、客户健康状况以及总营收留存率（GRR）。
该职位负责从入职到续约的整个数字客户旅程——创建可扩展的策略和活动，规模化交付价值，同时在信号表明风险或增长机会时智能地将客户转交给人工接触（客户成功经理参与）。您将与中型企业客户成功经理负责人紧密合作，制定项目策略，定义细分和参与规则，并确保数字项目增强而非取代人工主导的关系。
您既是战略家也是执行者：定义项目架构，构建策略，管理日常运营，并将客户信号转化为行动。
**主要职责**
**推动采用**
- 设计并执行生命周期项目，加速入职、功能采用和价值实现时间。
- 根据成熟度和产品使用情况创建有针对性的参与活动。
- 识别并推荐采用改进建议（应用内指导、教育、网络研讨会、自助资源）给产品和市场团队。
**保护总营收留存率**
- 为高风险客户开发自动化干预措施。
- 与客户成功经理合作，根据客户信号和业务影响优先进行接触和补救工作。
- 测量并改进与续约结果相关的关键指标。
**数字客户项目**
- 负责从入职到续约的整个数字客户旅程。
- 创建可扩展的项目，提高参与度而不增加人手。
- 利用AI和自动化实现客户个性化体验
查看英文原文
#### 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
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
#### Qualifications
**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.
FD21
#### 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](https://careers.servicenow.com/life-at-servicenow#workpersonas). 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, 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](mailto: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.
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