Customer Advocate Manager

ServiceNow

Santa Clara, California, United States
Base: $165,500 - $289,600; bonus/equity: equity + ...
Remote
6-10 years saas implementation experience
Complex enterprise escalation management
Cross-functional resource coordination
ServiceNow is seeking a Customer Advocate Manager to lead customer engagement during complex delivery challenges, ensuring customer success and adoption. The role requires extensive experience in SaaS implementation and customer advocacy, focusing on resolving escalations through cross-functional collaboration

Job Summary

  • The Customer Advocate Manager serves as the primary champion for customers during complex delivery challenges and escalations, bridging the gap between customer outcomes and internal execution.
  • This role requires mobilizing resources across Delivery, Product, Engineering, and Sales to resolve high-impact blockers while maintaining trust and accelerating adoption.
  • ServiceNow offers a competitive base pay of $165,500 - $289,600 plus equity, variable compensation, and comprehensive benefits including health plans and 401(k) matching.

Matching Summary

Match Score: 85

ServiceNow is seeking a Customer Advocate Manager to lead customer engagement during complex delivery challenges, ensuring customer success and adoption. The role requires extensive experience in SaaS implementation and customer advocacy, focusing on resolving escalations through cross-functional collaboration.

Salary

Base: $165,500 - $289,600; Bonus/Equity: Equity and variable/incentive compensation included; Benefits: Health plans, 401(k) match, ESPP, flexible time away

Skills & Requirements

Must-have

  • 6-10 years SaaS implementation experience
  • Complex enterprise escalation management
  • Cross-functional resource coordination
  • Root cause analysis and technical triage
  • Executive stakeholder communication skills

Nice-to-have

  • P&L responsibility and renewal accountability
  • SI/Partner ecosystem experience
  • Healthcare or Federal regulatory expertise
  • Change management in enterprise deployments
  • Deep ServiceNow platform architecture knowledge

Key Requirements

  • 6-10+ years in SaaS implementation or Customer Success
  • Proven track record in crisis management and multi-party resolution
  • Strong ability to influence without formal authority

Work Rights

Not specified

Tailored Resume

Cover Letter