Job Title: Senior Customer Success Manager – ServiceNow Impact.

Location: Remote (or New Jersey).

Employment Type: Contract (W2 through ZipStaff — No C2C or 1099).

About the Opportunity:

ZipStaff is seeking a senior Customer Success Manager to serve as the primary point of contact and orchestration lead for ServiceNow Impact packages at a global technology services organization.

In this role, you will own a portfolio of customers, drive adoption and business outcomes, manage the Customer Impact Plan, and ensure customers realize maximum value from their ServiceNow investment. You will bring ServiceNow best practices, innovations, and capabilities to help customers achieve their goals while managing risks, conducting business reviews, and fostering long-term satisfaction and retention.

What You’ll Do:

Serve as the primary point of contact / orchestration lead for all matters related to Impact features and benefits.
Oversee a portfolio of customers to help them achieve business outcomes and increase adoption and usage of ServiceNow products.
Own the Customer Impact Plan, oversee delivery of Impact packages, and drive customer action through adoption metrics aligned to customer KPIs and business goals.
Act as an advocate for customers and ensure the Impact Team meets timelines and deliverables outlined in the Customer Impact Plan.
Manage critical risks and mitigation strategies.
Conduct periodic Customer Business Reviews to provide updates, refine the Impact Plan, and report on adoption.
Ensure customers are technically healthy and on the most recent version of the product.
Leverage existing Success Plays and contribute to the development of new ones.
Work with customers to create new use cases and success stories.
Guide other ServiceNow teams to address customer issues and ensure escalated clients are resolved quickly.
Oversee projects identified by leadership and manage multiple customers and priorities simultaneously.

Required Qualifications:

Minimum 7 years of related Customer Success, Account Management, or professional services experience.
Proven ability to own customer portfolios, drive adoption, and deliver measurable business outcomes.
Strong experience managing customer relationships, risks, and executive-level business reviews.
Ability to work independently, manage multiple priorities, and run projects with minimal supervision.
Strong analytical skills with the ability to improve complex issues through structured analysis and resolution.
Excellent collaboration and communication skills.
Comfortable learning and explaining technical products or services.
Strategic technology industry knowledge.
Experience leveraging or critically evaluating AI tools to streamline workflows, generate insights, or support decision-making.
Must be legally authorized to work in the United States without sponsorship now or in the future.

Preferred Qualifications:

ServiceNow accreditations or certifications.
Prior experience supporting ServiceNow Impact packages or similar customer success programs.
Experience working in a global technology services or consulting environment.

About ZipStaff:

ZipStaff partners with leading organizations to connect skilled technology and customer success professionals with high-impact contract opportunities. We focus on quality matches and long-term success.

To apply, please submit your resume highlighting your Customer Success leadership experience and any ServiceNow background.

ZipStaff Inc.

Senior Customer Success Manager – ServiceNow Impact

About the Job