Customer success management responsibilities
Responsibilities added with Customer Success Management.
| Responsibility | Description |
|---|---|
| Relationship Manager | Maintains ongoing strategic engagement with the customer. Verifies value delivery, stakeholder alignment, and long-term satisfaction. |
| Escalation Manager | Coordinates resolution of high-risk issues or service disruptions. Verifies visibility and timely resolution during escalations. |
| Service Delivery Manager | Oversees consistent service delivery. Tracks service quality, SLA performance, and manages ongoing coordination across teams. |
| Implementation Specialist | Oversees the execution of scoped ServiceNow implementations. Confirms that configurations meet customer needs and timelines. |
| Product Specialist | Expert in specific ServiceNow products or modules. Provides configuration guidance and adoption best practices tailored to product capabilities. |
| Customer Enablement Specialist | Guides customers through onboarding and enablement initiatives. Confirms that end users are trained and equipped to adopt the product effectively. |
| Solution Consultant | Translates business requirements into scalable ServiceNow solutions. Collaborates during pre-sales, implementation, and expansion phases. |
| Platform Architect | Designs the target ServiceNow architecture. Verifies that platform setup is scalable, secure, and aligned with long-term business needs. |
| Process Owner | Accountable for specific business processes (for example, Incident, Change). Defines KPIs, drives improvements, and confirms process maturity. |
| Customer Executive | Strategic decision-maker on the customer side. Aligns the customer’s business goals with the ServiceNow adoption strategy. |
| Customer Information Officer (CIO) | Executive-level sponsor accountable for aligning ServiceNow initiatives with the customer’s broader IT and digital strategy. |
Parent Topic:Customer Success Management reference