Senior Customer Success Manager, Moveworks

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

Department: Customer Outcomes
Function: Consulting
Experience Level: Not Applicable