Serve as the product and workflow expert for Employee Service in the post-sale org
Guide customers on best practices across ITSM/ITAM and broader ES use cases to ensure rapid adoption and measurable operational improvements.
Connect ES adoption to business outcomes driving quantifiable value for customers
Lead workshops, success planning sessions, and value reviews focused on internal service maturity, workflow optimization, and ES capability expansion.
Provide practical, actionable guidance to service leaders, IT administrators, HR/People Ops partners, and cross-departmental stakeholders.
Act as the ES subject matter expert within account teams, helping Core CSMs identify risks, accelerate adoption, and elevate the customer’s internal service strategy.
Support customers with expansion of additional ES use cases and internal service functions.

Requirements

7+ years of experience in Customer Success, ITSM/ITAM, IT Operations, HR Service Delivery, Professional Services, or Technical Account Management within enterprise SaaS
Strong understanding of internal service delivery models (IT, HR, Finance, Operations, and general Employee Experience teams)
Demonstrated experience driving adoption and optimization of SaaS platforms, ideally within ITSM/ITAM, service management, or employee experience tooling
Excellent advisory and consulting skills, with the ability to engage confidently across service leaders, technical administrators, and executive stakeholders
Strong communication, facilitation, and influencing abilities across both customer and internal teams
Familiarity with ITIL or internal service management frameworks preferred
Experience with data storytelling, value mapping, and outcome-based customer engagement
Bachelor’s degree in business, information systems, computer science, or related field preferred.

Benefits

This position may also be eligible for bonus, benefits, or related incentives.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

Customer SuccessITSMITAMIT OperationsHR Service DeliveryProfessional ServicesTechnical Account ManagementSaaS platformsservice managementdata storytelling

Soft skills

advisory skillsconsulting skillscommunicationfacilitationinfluencing abilities