Customer Success Management release notes

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
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    Summary of Customer Success Management release notes

    The ServiceNow® Customer Success Management application streamlines onboarding, tracks objectives and outcomes, mitigates risks, and improves renewal rates. The Australia release introduces enhancements that support better customer engagement, risk management, and product adoption through automation and AI-driven capabilities.

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    Key Features

    • Adaptive Desktop Actions (Australia Patch 3): Test prompt-driven models directly within workflows to enhance task execution.
    • ServiceNow AI Platform Tiers (Australia Patch 1): Offers three AI licensing tiers—Foundation for basic insights, Advanced for productivity boosts, and Prime for autonomous AI actions and custom AI workflows—enabling tailored AI feature access based on entitlements.
    • Squad Resource Identifier: Recommends internal experts aligned with customer needs by analyzing engagement context, skills, region, and availability, facilitating faster collaboration on success initiatives and escalations.
    • Automated Release Email Communication: Drafts and publishes consistent release announcements to multiple customers, targeting appropriate stakeholders efficiently.
    • Risk Signal Solution Monitoring: Automatically syncs updates between solution records and risk signals, notifying managers with summarized statuses to support timely risk resolution.
    • Product Adoption Roadmaps via Now Assist: Uses generative AI to analyze customer data and generate customized adoption plans, enhancing renewal conversations and expansion opportunities.
    • Renewal and Expansion Support: Evaluates renewal readiness through health scores, product usage, and value metrics using the Renewal Insight Engine for proactive contract management.
    • Product Adoption Roadmap Planner: Enables structured, sequenced adoption planning at both strategic (product-level) and tactical (capabilities-level) stages, guiding customers through value-based adoption paths.
    • Touchpoint Home Page: Aligns internal teams on engagement objectives and outcomes to ensure cohesive customer success efforts.

    Activation and Availability

    Customer Success Management is available through the ServiceNow Store. Installation requires submitting a request via the store. The new Customer Success Advanced plugin offers pro-level capabilities. Customers can also explore related applications such as Customer Service Management, Now Assist, and Service Exchange to complement their customer success workflows.

    The ServiceNow® Customer Success Management application helps you to streamline your onboarding process, define and track objectives and outcomes, identify and mitigate risks, and increase renewal rates. Customer Success Management was enhanced and updated in the Australia release.

    Customer Success Management highlights for the Australia release

    Australia Early Availability
    • Automatically draft, refine, and publish release announcement emails to the multiple customers regarding the product changes and features adoption.
    • Identify and match internal experts to customer needs based on engagement context, skills, region, and real-time availability.
    • Automatically monitor solution progress and sync real-time updates with the risk signals and solution synchronization agent.
    • Generate customized product adoption roadmaps by analyzing customer characteristics, goals, and similar product adoption patterns.
    • Provide increased expansion and advocacy opportunities.

    See Customer Success Management for more information.

    Important:
    Customer Success Management is available in the ServiceNow Store. For details, see the Activation information section of these release notes.

    New in the Australia release

    Australia Patch 1
    ServiceNow product tiers
    The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:
    • Foundation: AI basics to deliver insights
    • Advanced: AI to boost productivity across relevant use cases
    • Prime: Act autonomously with all AI assets and create your own

    Depending on your entitlements, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

    Australia Early Availability
    Squad resource identifier
    Recommend internal experts based on engagement context, skill set, region, and real-time availability. Assist customer success teams to quickly identify and connect with the right individuals to support success plays, initiatives, or critical escalations, helping to ensure faster and more effective collaboration across engagements.
    Product release email communication
    Automatically draft, refine, and publish release announcement emails. It identifies the right stakeholders, helps to ensure consistent messaging, and streamlines distribution.
    Recommend risk signal solutions
    Monitor solution records linked to risk signals and automatically sync updates back to the original risk signal record. Notify customer success managers with a summarized status, and prompt them to close resolved risks.
    Generate product adoption roadmaps using Now Assist
    Use generative AI to create product adoption roadmaps by analyzing customer characteristics, identifying similar products, and matching customer goals. Provide contract-level insights to support more effective renewal conversations and expansion opportunities.
    Support renewals and expansion
    Analyze renewal readiness automatically by evaluating health scores, product usage, and value achievement metrics using the Renewal Insight Engine.
    Product adoption roadmap
    Enable customer success managers to create structured roadmaps that can guide customers through adoption of purchased products based on business value and current adoption scores. The planner supports two planning levels—Product (strategic) and Capabilities (tactical)—with sequencing to establish clear adoption pathways.

    Changed in this release

    Australia Early Availability
    Touchpoint home page
    Internal touchpoints ensure that the internal teams are aligned on the objectives and outcomes of the engagement.

    Activation information

    Install Customer Success Management by requesting it from the ServiceNow Store. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

    Plugin information

    New plugins

    The following plugins are new in Australia:

    Customer Success Advanced (app-cust-succ-adv): New pro plus plugin for customer success

    Related ServiceNow applications and features

    Customer Service Management
    The Customer Service Management application enables you to automate your onboarding and case monitoring processes and provides service agents with visibility into the customer systems and tools that you need to deliver proactive services to your customers.
    Now Assist
    Help improve the productivity and efficiency in your organization, deliver better self-service, recommend actions, provide answers, and empower your users to search more effectively.
    Service Exchange
    ServiceNow® Service Exchange connects multiple ServiceNow instances to provide seamless support and service experiences across the ecosystem, from enterprise customers to suppliers and system integrators. Service Exchange provides a frictionless experience that enables efficient collaboration and request processing while giving users the convenience of working in their own ServiceNow instance.