Senior Customer Success Manager (AI Agents)

About the role

ServiceNow is hiring an experienced Customer Success Manager (CSM) in Costa Rica. This is a senior practitioner level role owning consumption and adoption outcomes across a smaller portfolio of higher-ACV, more complex customers, with expert autonomy and the ability to engage credibly at Director and VP level. The role is hybrid: 3 days a week in the office, with flexibility.

Key responsibilities

• Own consumption and adoption outcomes for a portfolio of higher-complexity customers and drive measurable value per account.
• Use the internal productivity agent stack with expert fluency, override agent outputs confidently and explain them to senior customer stakeholders.
• Lead Customer Business Reviews at Director and senior Director level, and engage VPs on complex strategic issues.
• Lead tailored Customer Impact Plans, including risk mitigation planning and escalation strategy.
• Diagnose adoption blockers at configuration, workflow and architecture level, and escalate complex technical issues with full context.
• Lead impact renewal preparation with the AE and Renewal Account Manager, and identify renewal and expansion opportunities.
• Contribute to playbooks, enablement content and peer review, and mentor IC1 and IC2 CSMs.
• Turn patterns from customer deployments into structured feedback that improves the agent stack and the team's ways of working.

Required profile

• 5+ years of experience in customer success, strategic advisory, consulting, technical account management or SaaS, with autonomous delivery at scale or in complex accounts.
• Expert business acumen across multiple industries and credibility at senior Director level, able to engage VPs and lead difficult conversations.
• Deep familiarity with ServiceNow platform architecture, AI governance, Control Tower activation and integration strategy.
• Demonstrated mentoring capability and practice-shaping work such as playbook or enablement content contributions.
• Strong communication and presentation skills.

Required skills

• Expert-level capability with AI tools and agents, including the internal agent stack.
• ServiceNow experience and/or certifications strongly preferred; CRM, ITSM or other major enterprise platform experience considered.