Customer success management responsibilities

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • Responsibilities added with Customer Success Management.

    Responsibilities Description
    Relationship Manager Maintains ongoing strategic engagement with the customer. Verifies value delivery, stakeholder alignment, and long-term satisfaction.
    Escalation Manager Coordinates resolution of high-risk issues or service disruptions. Verifies visibility and timely resolution during escalations.
    Service Delivery Manager Oversees consistent service delivery. Tracks service quality, SLA performance, and manages ongoing coordination across teams.
    Implementation Specialist Oversees the execution of scoped ServiceNow implementations. Confirms that configurations meet customer needs and timelines.
    Product Specialist Expert in specific ServiceNow products or modules. Provides configuration guidance and adoption best practices tailored to product capabilities.
    Customer Enablement Specialist Guides customers through onboarding and enablement initiatives. Confirms that end users are trained and equipped to adopt the product effectively.
    Solution Consultant Translates business requirements into scalable ServiceNow solutions. Collaborates during pre-sales, implementation, and expansion phases.
    Platform Architect Designs the target ServiceNow architecture. Verifies that platform setup is scalable, secure, and aligned with long-term business needs.
    Process Owner Accountable for specific business processes (for example, Incident, Change). Defines KPIs, drives improvements, and confirms process maturity.
    Customer Executive Strategic decision-maker on the customer side. Aligns the customer’s business goals with the ServiceNow adoption strategy.
    Customer Information Officer (CIO) Executive-level sponsor accountable for aligning ServiceNow initiatives with the customer’s broader IT and digital strategy.