Senior Account Escalation Manager

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.

We are disruptive.  We work hard but try not to take ourselves too seriously.  We are highly adaptable and constantly evolving.  We are passionate about our product, and we live for our customers.  We have high expectations and a career at ServiceNow means challenging yourself to always be better.

What You’ll Do in This Role

At ServiceNow, we’re committed to delivering outstanding customer experiences—and we believe strong relationships and clear communication are key. We’re currently seeking a Senior Account Escalation Manager to join our team and support customers who require a high-touch, personalized approach during periods of elevated need.

In this role, you’ll act as a trusted advisor and point of coordination during critical account escalations. Your work will help restore stability, build confidence, and drive long-term customer satisfaction.

Please note: This is not a sales or sales support role. It is a customer engagement and relationship management position focused on resolving complex service issues.

Your Responsibilities Will Include:

• Leading the development and execution of a clear, actionable “Get Well Plan” to address customer challenges and restore satisfaction.

• Taking full ownership of account escalation activities, ensuring clear goals, accountability, and progress.

• Communicating regularly and effectively with a broad range of stakeholders—from C-level leaders to frontline users—by providing updates, setting expectations, and ensuring transparency.

• Analyzing customer health trends and identifying opportunities to proactively resolve issues before they escalate.

• Coordinating across internal teams and subject matter experts to align on next steps and deliver timely, effective responses.

• Serving as a central decision point for activities related to the account escalation, ensuring consistent messaging and follow-through.

• Providing regular internal updates to leadership on the status and progress of active escalations.

• Acting as a customer advocate with the sole focus of guiding the account back to a stable, satisfied, and successful state.

• Traveling up to 10% annually, as needed, to support customer engagement.

Qualifications

Qualifications

We know that people come to roles from many different paths, and we welcome applicants who meet most—but not necessarily all—of the qualifications listed below. If you bring curiosity, adaptability, and a passion for customer success, we encourage you to apply.

To be successful in this role you have:

• Experience thinking critically about how AI can be integrated into work processes, decision-making, or problem-solving—this may include using AI tools, automating workflows, analyzing data-driven insights, or evaluating AI’s impact on y