In subscription businesses, the sale is just the beginning. Real revenue expansion happens through every customer interaction that follows—making post-sales success the true engine of sustainable profitability. Long-term success comes from delivering connected, consistent experiences across the customer lifecycle, so customers can adopt quickly and realize value fast. 

But achieving that consistency isn’t easy when teams operate in silos. Fragmented data, limited visibility, and disconnected processes make it difficult to anticipate customer needs, address risks early, or demonstrate value.

At ServiceNow, we saw the opportunity to change that—by using our own ServiceNow AI Platform to simplify how customer success teams work, to connect information across systems, and to empower employees to act quickly with AI-driven insights at their fingertips.

A connected experience that drives growth

Our results so far show just how transformative a shift like this can be. Today, nearly two-thousand employees across ServiceNow use these capabilities to manage over $6.9 billion in annual contract value—helping customers realize value faster, addressing risks early, and strengthening long-term relationships. The outcome is an industry-leading renewal rate of 98% and a more connected, efficient experience for both customers and employees.

So how did we get there? By reimagining how customer success teams work, using the ServiceNow AI Platform to streamline experiences, embed AI into daily workflows, and connect data across systems. 

Reimagining how customer teams work

Empowering our customer success teams required more than process improvements—it meant fundamentally changing how they access information, engage customers, and collaborate.

We focused on three priorities:

1.      Building personalized workspace experiences that streamline work and provide a unified view of each customer at every stage in the customer lifecycle. Success teams need real-time insights to understand account health, product adoption, support history, and renewal risks—all in one place. Our solution delivers a single, dynamic view of the customer, with the ability to drill down for deeper analysis.

2.      Embedding AI as the new UI—where agents turn insights into action. From surfacing risks to drafting plays or scheduling check-ins, AI workflows will reduce manual effort and keep success teams focused on customers.

3.      Creating a connected data foundation to ensure teams have accurate, timely information—no matter where that data resides. Our Workflow Data Fabric will bring together insights from across ServiceNow and external sources like ERPs and collaboration tools, powering real-time customer views and intelligent recommendations.

Workspaces that turn insight into action

At the center of this transformation are personalized workspaces that are designed to meet the needs of every role at every point of the customer journey within our customer success organization.

It starts with a shared, unified view of the customer—a single pane of glass that brings together all the critical insights teams need to drive customer success. From product adoption and support history to renewal risks and account health indicators, this shared view ensures every success team member starts with the same real-time context. 

But understanding the customer is only part of the equation. Success teams also need tools designed for how they actually work. That’s why we’ve created persona-specific workspaces that will flex to each stage of the customer journey—adoption, renewal, and beyond—so every interaction is supported with the most relevant insights and workflows.

Together, the unified customer view and tailored workspaces help success teams stay focused, make faster decisions, and deliver seamless, connected support throughout the customer lifecycle.

AI as the new UI 

AI is a game-changer for customer success. Instead of manually compiling data or preparing reports, AI Agents deliver timely, actionable insights within workflows—and increasingly, they can take the first step toward acting on those insights.

Take our Customer Intelligence Assist AI Agent. A success manager preparing for an executive business review can instantly receive a tailored briefing that summarizes account health, support history, usage trends, and renewal status from multiple systems. What once took hours of manual effort is now delivered in moments—freeing time for strategic engagement.

But insight is only the beginning. Now we’re delivering AI agents that not only highlight risks or opportunities but also coordinate across customer-facing teams to connect those signals to actionable outcomes. Imagine an AI agent that notices a dip in product adoption, then drafts a recommended success play, schedules a check-in meeting with the customer team, and equips the assigned success manager with tailored talking points—all before the risk escalates. This presents a totally new experience for our teams, engaging with customers based on AI-driven research and coordination, rather than by navigating conventional user interfaces to identify and complete key tasks.  

Data that connects the dots

Powering this unified model is Workflow Data Fabric, which connects and orchestrates data flows between multiple internal and external systems. Whether data lives in sales portals, learning platforms, or ERP systems, Workflow Data Fabric ensures it’s instantly available and contextualized, eliminating delays and inconsistencies. For example, when a support engineer escalates an issue to a customer success manager, that manager can automatically receive comprehensive context—case history, sentiment analysis, adoption metrics, training insights, and renewal data—all in one unified view, enabling immediate, informed action.

To handle the volume and complexity of this data, we rely on RaptorDB—a high-performance hybrid database engineered to process transactional and analytical workloads at scale. This technology delivers lightning-fast query speeds and real-time analytics, essential for scoring customers, triggering renewals, and surfacing adoption trends across large portfolios.

What we’ve learned

Our journey offers three strategic lessons for scaling post-sales success:

• Success happens when teams share data and context across the customer journey. Unify post-sales on one platform.
• Accelerate value with Workflow Data Fabric and RaptorDB. These technologies connect systems and orchestrate actions, cutting time-to-value.
• Adopt an Agentic, AI-first mindset. AI can anticipate customer needs, automate routine tasks, and deliver personalized, proactive service improving efficiency and effectiveness across the customer journey. 

We’re excited about what we’ve built and energized for what’s next. By combining connected workspaces, real-time data, and AI-driven workflows, we’re redefining post-sales success at ServiceNow—setting the stage for smarter, faster, and more impactful customer experiences.