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
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, and languages
Bachelor's degree or equivalent practical experience
Willingness to travel across the region as needed (variable, typically 10–25%)
Fluency in English and German essential
Why This Role Matters
You are helping define how AI shows up in everyday work — and how customer success is built in a region that's still being shaped. Together, Moveworks and ServiceNow are setting the standard for enterprise productivity, and in EMEA you're not just delivering that standard, you're writing it.

Employment type
Full-time

Work arrangement
No