Customer Success Advocate

New

Norseman ServicesServiceNow Consultancy

Remote -- United StatesFull-TimeMiddle

Salary not disclosed

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Job Details

Experience: 5+ years
Required Skills: Data AnalysisCustomer SuccessServiceNowRelationship management

5+ years in a customer success, customer professional services, or related customer-facing business support role.
Comfort integrating AI into work, including AI-powered tools, automation, and AI-driven insights.
Ability to operate independently across a portfolio of customers with minimal day-to-day supervision.
Strong analytical instincts to identify signals in customer telemetry, usage data, and feedback patterns.
Track record of resolving complex customer issues through structured analysis and cross-functional collaboration.
Excellent communication skills capable of discussing platform health with engineers and business outcomes with CIOs.
ServiceNow accreditations or certifications (CSA, CIS, or comparable) (Nice to have).
Prior experience in a consulting or managed services environment (Nice to have).
Exposure to federal, healthcare, or regulated-enterprise customer environments (Nice to have).
Experience working with customer success platforms like Gainsight or Catalyst, or ServiceNow's Success Platform (Nice to have).

Oversee customer outcomes for a portfolio of accounts by understanding needs, priorities, and platform maturity.
Ensure customers remain technically healthy on current ServiceNow releases and Norseman best practices.
Identify and apply Success Plays to accelerate customer maturity and adoption.
Drive license utilization and platform expansion to ensure customers capture full value.
Partner with delivery teams including Architects, BPCs, and EMs to provide expertise.
Coordinate escalation responses to resolve customer issues.
Contribute customer signals and adoption trends to company leadership.

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