Customer Success Manager Role Pathway

DenhV — Mon, 05 Jan 2026 16:48:48 GMT

Hello ServiceNow Community,

Is there a pathway specifically for Customer Success Manager?

#pathways #roles #certifications #customersuccessmanager #customersuccess

Warm regards,

Denh

Re: Customer Success Manager Role Pathway

Matthew_13 — Mon, 05 Jan 2026 22:50:54 GMT

Yes, They offer several certifications for Customer Service Management (CSM), ranging from professional implementation to specialized micro-certifications.

Primary CSM Certification

The standard professional credential is the Certified Implementation Specialist – Customer Service Management (CIS-CSM).

Purpose: Validates your ability to configure, implement, and maintain the ServiceNow CSM application, including data models, case routing, and workspaces.
Prerequisites:You must complete the CSM Essentials training course to earn an exam voucher.

Advanced "Suite" Certification

ServiceNow also offers a CSM Professional suite certification. This is an awarded automatically once you have earned the following:

Mainline: CIS-CSM Certification.
Micro-Certification: Platform Analytics.
Micro-Certification: Predictive Intelligence.
Micro-Certification: Virtual Agent.

Specialized CSM Micro-Certifications

For specific focus areas, you can earn non-proctored micro-certifications, such as:

CSM with Service Management for Implementers: Focuses on the intersection of customer service and internal IT service processes.

CSM Training Paths:

https://learning.servicenow.com/lxp/en/customer-service-management/customer-service-management-csm-professional?id=learning_path_prev&path_id=6ed90f24db9a7300de3cdb85ca96199a&utm

https://learning.servicenow.com/lxp/en/customer-service-management/customer-service-management-csm-essentials-on?course_id=c96ccced977ac6907f7070871153af34&id=learning_course_prev&utm

New 2026 Requirements that are out..

As of 2026, ServiceNow has introduced a new requirement for many technical paths. Candidates may need to complete the CIS – Data Foundations (CMDB & CSDM) certification to maintain or achieve certain implementation specialist credentials by December 31, 2026.

You can register for these exams through the ServiceNow Now Learning portal.

@DenhV - Please mark as Accepted Solution and Thumbs Up if you find Helpful!!

Re: Customer Success Manager Role Pathway

DenhV — Tue, 06 Jan 2026 16:10:05 GMT

Thank you @Matthew_13 ! Have a great week.

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Customer Success Manager Role Pathway

Re: Customer Success Manager Role Pathway

New 2026 Requirements that are out..

Re: Customer Success Manager Role Pathway