Senior Customer Success Manager, Moveworks

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About the role

As a Senior Customer Success Manager on our EMEA team, you sit at the crossroads of innovation, enterprise scale, and real-world impact. With Moveworks and ServiceNow now operating as one company, you play a pivotal part in a shared vision: bringing the front door of AI to every employee while strengthening enterprise workflows through the Moveworks AI Assistant, powered by the ServiceNow platform. But this is not a mature, playbook-driven region. EMEA is early-stage and lean. You will be one of a small team covering a large, multi-country, multi-language territory — building the motions, playbooks, and processes that don't yet exist rather than inheriting them. You'll operate with less structure and support than you might expect from a company of this size, and you'll wear several hats at once: strategist and operator, trusted advisor to executives, internal advocate for the customer, and driver of adoption, value, and long-term partnership. If you're energized by ambiguity and by being first-in-region, this is your kind of role. If you want a defined process and a deep bench behind you, it isn't. Who We Are Moveworks, now part of ServiceNow, is redefining how work gets done. Together, we combine Moveworks' industry-leading AI Assistant with ServiceNow's world-class workflow platform to deliver instant, intelligent support across IT, HR, Finance, and beyond. Our mission is simple and ambitious: make work better for people — resolving employee needs instantly, automating complex workflows, and enabling enterprises to operate faster, smarter, and at scale. What You'll Do • Own and grow a portfolio of strategic customers, guiding them from go-live through long-term value realization • Serve as a trusted advisor to executive sponsors, aligning AI-driven solutions to strategic business outcomes • Drive adoption, engagement, and expansion of the Moveworks AI Assistant across ServiceNow workflows • Build the EMEA success motion as you go — creating playbooks, frameworks, and repeatable processes where none exist today, and sharing them across the team • Translate customer business needs into actionable solutions, influencing roadmap and product evolution • Identify, quantify, and track customer success metrics tied to efficiency, cost savings, and employee experience • Proactively manage risk, expectations, and change across diverse regional and cultural contexts • Act as the voice of the customer internally, sharing insights, feedback, and success stories • Support renewal and expansion motions by demonstrating ongoing value and business impact What You Bring • 6+ years in Customer Success, post-sales Account Management, Implementation, or Consulting within SaaS • A builder's track record: you've created customer success motions, playbooks, or processes from scratch — not just executed someone else's. You can point to a time you were first-in-region, first-on-an-account, or operating without an established support structure, and made it work • Comfort with ambiguity: you make confident decisions with incomplete information and stay effective when priorities shift • Hands-on fluency with AI in the way you work — using AI-powered tools, automating workflows, or applying AI-driven insights — and a point of view on how AI reshapes the functions and industries you serve • Experience supporting large enterprise customers and navigating complex, multi-stakeholder environments • Strong ability to explain technical and AI-driven solutions in clear, business-oriented terms • Proven ability to build executive relationships and influence outcomes at multiple levels • Familiarity with workflow platforms, ITSM, HR systems, or enterprise automation (ServiceNow experience a plus) • Comfort working across multiple countries, cultures

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