WHAT IS BOX?

Box (NYSE:BOX) is the leader in Intelligent Content Management. Our platform enables organizations to fuel collaboration, manage the entire content lifecycle, secure critical content, and transform business workflows with enterprise AI. We help companies thrive in the new AI-first era of business. Founded in 2005, Box simplifies work for leading global organizations, including JLL, Morgan Stanley, and Nationwide. Box is headquartered in Redwood City, CA, with offices across the United States, Europe, and Asia.

By joining Box, you will have the unique opportunity to continue driving our platform forward. Content powers how we work. It’s the billions of files and information flowing across teams, departments, and key business processes every single day: contracts, invoices, employee records, financials, product specs, marketing assets, and more. Our mission is to bring intelligence to the world of content management and empower our customers to completely transform workflows across their organizations. With the combination of AI and enterprise content, the opportunity has never been greater to transform how the world works together and at Box you will be on the front lines of this massive shift.

WHY BOX NEEDS YOU

Box is looking for a Customer Success Manager to join our Public Sector team. In this role, you’ll be the trusted advisor and strategic partner for Federal, State and Local agencies as they adopt and expand their use of Box. This is not a passive account management role. You’ll be at the forefront of helping public sector organizations reimagine how they manage content, automate workflows, and unlock the power of AI — all within the compliance and security frameworks that government and education customers require.

You won’t just advise on AI — you’ll roll up your sleeves and help customers become AI-native enterprises. That means partnering with agency leaders and frontline staff alike to identify high-impact use cases, design AI-powered workflows, and build toward measurable outcomes. You’ve shipped real results, not just demos, and you know how to guide an organization from AI curiosity to AI transformation.

You’ll guide customers from onboarding through deep, measurable adoption, ensuring they realize the full value of the Box platform at every stage of their journey. You’ll work cross-functionally with Sales, Product, and Engineering, and you’ll serve as the voice of the California public sector customer inside Box.

If you’re energized by complex, mission-driven environments, passionate about AI’s potential to transform public services, and skilled at building relationships across all levels of an organization — from IT administrators to agency leadership — this role is for you.

What You'll Do

• Own the post-sales relationship for a portfolio of enterprise customers, with a focus on driving measurable business outcomes and long-term value realization
• Partner with customers to map and redesign critical workflows
• Translate customer goals into a clear value hypothesis, success metrics and practical AI solutions
• Lead change management efforts to drive adoption of new workflows and behaviors, including stakeholder alignment, enablement and executive engagement
• Conduct strategic adoption business reviews that focus on outcomes, ROI and future opportunities
• Proactively identify risks and opportunities within accounts, using both qualitative insight and data to guide action
• Partner cross-functionally with Sales, Product, Engineering and Professional Services to:
• Serve as the voice of the customer, bringing structured insights on workflows, pain points and AI opportunities back to internal team
  
  

Who You Are

We are an AI-first company. This means you approach your work with a growth mindset and find ways to leverage AI to help make faster, smarter decisions that will 10X your impact at Box.

• We are an AI-first company. You approach your work with a growth mindset and actively look for ways to leverage AI to drive smarter decisions, unlock new use cases, and increase your impact
• 3+ years of experience in Customer Success, Account Management, Solutions Consulting, or a related customer-facing role in SaaS
• Experience working with enterprise customers and engaging with senior stakeholders and executives
• Demonstrated ability to translate customer needs into practical solutions and business outcomes
• Comfort navigating both technical and business conversations, including discussing integrations, systems, and data flows at a high level
• Solid hands-on experience with modern AI platforms and tools, with enough technical depth to understand, evaluate, and challenge solutions without needing to write production code
• Strong communication and storytelling skills, with the ability to articulate value clearly and persuasively
• Proactive, self-directed, team player who brings fresh ideas for user adoption, churn mitigation and expansion
  
  

At Box, we believe unique and diverse experiences benefit our culture, our products, our customers, our company, and our world. We aim to recruit a passionate, high-performing workforce that reflects the world we live in. If you are head-over-heels about this role but unsure if you meet all the requirements, we encourage you to apply!

EQUAL OPPORTUNITY

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, and any other protected ground of discrimination under applicable human rights legislation. Box strives to respect the dignity and ‎‎independence of people with disabilities and is committed to giving them the same ‎‎opportunity to succeed as all other employees. Inclusiveness is core to our culture at Box, and we strive to ensure you get the most from your interview experience.

Box makes reasonable accommodations for applicants with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, please complete this form. Reasonable accommodations may include scheduling adjustments, document dictation and beyond.

Notice to applicants in Los Angeles: Box, Inc and its related branches will consider for employment, qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chair Ordinance. The Fair Chance Ordinance is provided here.

Notice to applicants in San Francisco: Box, Inc and its related branches will consider for employment, qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chair Ordinance. The Fair Chance Ordinance is provided here.

For details on how we protect your information when you apply, please see our Personnel Privacy Notice. If you are a California-resident, please read our California Applicant & Candidate Privacy Notice here.

Box is committed to fair and equitable compensation practices. Actual base salary is dependent upon factors such as: knowledge, skill level, experience, and work location. This role is also eligible for equity and benefits. For more information, check out our benefits and perks. In accordance with OFCCP compliance, here is the Pay Transparency Provision.

United States Pay Range: $100,000 USD - $125,000 USD

WHAT IS BOX?

Box (NYSE:BOX) is the leader in Intelligent Content Management. Our platform enables organizations to fuel collaboration, manage the entire content lifecycle, secure critical content, and transform business workflows with enterprise AI. We help companies thrive in the new AI-first era of business. Founded in 2005, Box simplifies work for leading global organizations, including JLL, Morgan Stanley, and Nationwide. Box is headquartered in Redwood City, CA, with offices across the United States, Europe, and Asia.

By joining Box, you will have the unique opportunity to continue driving our platform forward. Content powers how we work. It’s the billions of files and information flowing across teams, departments, and key business processes every single day: contracts, invoices, employee records, financials, product specs, marketing assets, and more. Our mission is to bring intelligence to the world of content management and empower our customers to completely transform workflows across their organizations. With the combination of AI and enterprise content, the opportunity has never been greater to transform how the world works together and at Box you will be on the front lines of this massive shift.

WHY BOX NEEDS YOU

Box is looking for a Customer Success Manager to join our Public Sector team. In this role, you’ll be the trusted advisor and strategic partner for Federal, State and Local agencies as they adopt and expand their use of Box. This is not a passive account management role. You’ll be at the forefront of helping public sector organizations reimagine how they manage content, automate workflows, and unlock the power of AI — all within the compliance and security frameworks that government and education customers require.

You won’t just advise on AI — you’ll roll up your sleeves and help customers become AI-native enterprises. That means partnering with agency leaders and frontline staff alike to identify high-impact use cases, design AI-powered workflows, and build toward measurable outcomes. You’ve shipped real results, not just demos, and you know how to guide an organization from AI curiosity to AI transformation.

You’ll guide customers from onboarding through deep, measurable adoption, ensuring they realize the full value of the Box platform at every stage of their journey. You’ll work cross-functionally with Sales, Product, and Engineering, and you’ll serve as the voice of the California public sector customer inside Box.

If you’re energized by complex, mission-driven environments, passionate about AI’s potential to transform public services, and skilled at building relationships across all levels of an organization — from IT administrators to agency leadership — this role is for you.

What You'll Do

• Own the post-sales relationship for a portfolio of enterprise customers, with a focus on driving measurable business outcomes and long-term value realization
• Partner with customers to map and redesign critical workflows
• Translate customer goals into a clear value hypothesis, success metrics and practical AI solutions
• Lead change management efforts to drive adoption of new workflows and behaviors, including stakeholder alignment, enablement and executive engagement
• Conduct strategic adoption business reviews that focus on outcomes, ROI and future opportunities
• Proactively identify risks and opportunities within accounts, using both qualitative insight and data to guide action
• Partner cross-functionally with Sales, Product, Engineering and Professional Services to:
• Serve as the voice of the customer, bringing structured insights on workflows, pain points and AI opportunities back to internal team
  
  

Who You Are

We are an AI-first company. This means you approach your work with a growth mindset and find ways to leverage AI to help make faster, smarter decisions that will 10X your impact at Box.

• We are an AI-first company. You approach your work with a growth mindset and actively look for ways to leverage AI to drive smarter decisions, unlock new use cases, and increase your impact
• 3+ years of experience in Customer Success, Account Management, Solutions Consulting, or a related customer-facing role in SaaS
• Experience working with enterprise customers and engaging with senior stakeholders and executives
• Demonstrated ability to translate customer needs into practical solutions and business outcomes
• Comfort navigating both technical and business conversations, including discussing integrations, systems, and data flows at a high level
• Solid hands-on experience with modern AI platforms and tools, with enough technical depth to understand, evaluate, and challenge solutions without needing to write production code
• Strong communication and storytelling skills, with the ability to articulate value clearly and persuasively
• Proactive, self-directed, team player who brings fresh ideas for user adoption, churn mitigation and expansion
  
  

At Box, we believe unique and diverse experiences benefit our culture, our products, our customers, our company, and our world. We aim to recruit a passionate, high-performing workforce that reflects the world we live in. If you are head-over-heels about this role but unsure if you meet all the requirements, we encourage you to apply!

EQUAL OPPORTUNITY

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, and any other protected ground of discrimination under applicable human rights legislation. Box strives to respect the dignity and ‎‎independence of people with disabilities and is committed to giving them the same ‎‎opportunity to succeed as all other employees. Inclusiveness is core to our culture at Box, and we strive to ensure you get the most from your interview experience.

Box makes reasonable accommodations for applicants with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, please complete this form. Reasonable accommodations may include scheduling adjustments, document dictation and beyond.

Notice to applicants in Los Angeles: Box, Inc and its related branches will consider for employment, qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chair Ordinance. The Fair Chance Ordinance is provided here.

Notice to applicants in San Francisco: Box, Inc and its related branches will consider for employment, qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chair Ordinance. The Fair Chance Ordinance is provided here.

For details on how we protect your information when you apply, please see our Personnel Privacy Notice. If you are a California-resident, please read our California Applicant & Candidate Privacy Notice here.

Box is committed to fair and equitable compensation practices. Actual base salary is dependent upon factors such as: knowledge, skill level, experience, and work location. This role is also eligible for equity and benefits. For more information, check out our benefits and perks. In accordance with OFCCP compliance, here is the Pay Transparency Provision.

United States Pay Range: $100,000 USD - $125,000 USD

WHAT IS BOX?

Box (NYSE:BOX) is the leader in Intelligent Content Management. Our platform enables organizations to fuel collaboration, manage the entire content lifecycle, secure critical content, and transform business workflows with enterprise AI. We help companies thrive in the new AI-first era of business. Founded in 2005, Box simplifies work for leading global organizations, including JLL, Morgan Stanley, and Nationwide. Box is headquartered in Redwood City, CA, with offices across the United States, Europe, and Asia.

By joining Box, you will have the unique opportunity to continue driving our platform forward. Content powers how we work. It’s the billions of files and information flowing across teams, departments, and key business processes every single day: contracts, invoices, employee records, financials, product specs, marketing assets, and more. Our mission is to bring intelligence to the world of content management and empower our customers to completely transform workflows across their organizations. With the combination of AI and enterprise content, the opportunity has never been greater to transform how the world works together and at Box you will be on the front lines of this massive shift.

WHY BOX NEEDS YOU

Box is looking for a Customer Success Manager to join our Public Sector team. In this role, you’ll be the trusted advisor and strategic partner for Federal, State and Local agencies as they adopt and expand their use of Box. This is not a passive account management role. You’ll be at the forefront of helping public sector organizations reimagine how they manage content, automate workflows, and unlock the power of AI — all within the compliance and security frameworks that government and education customers require.

You won’t just advise on AI — you’ll roll up your sleeves and help customers become AI-native enterprises. That means partnering with agency leaders and frontline staff alike to identify high-impact use cases, design AI-powered workflows, and build toward measurable outcomes. You’ve shipped real results, not just demos, and you know how to guide an organization from AI curiosity to AI transformation.

You’ll guide customers from onboarding through deep, measurable adoption, ensuring they realize the full value of the Box platform at every stage of their journey. You’ll work cross-functionally with Sales, Product, and Engineering, and you’ll serve as the voice of the California public sector customer inside Box.

If you’re energized by complex, mission-driven environments, passionate about AI’s potential to transform public services, and skilled at building relationships across all levels of an organization — from IT administrators to agency leadership — this role is for you.

What You'll Do

• Own the post-sales relationship for a portfolio of enterprise customers, with a focus on driving measurable business outcomes and long-term value realization
• Partner with customers to map and redesign critical workflows
• Translate customer goals into a clear value hypothesis, success metrics and practical AI solutions
• Lead change management efforts to drive adoption of new workflows and behaviors, including stakeholder alignment, enablement and executive engagement
• Conduct strategic adoption business reviews that focus on outcomes, ROI and future opportunities
• Proactively identify risks and opportunities within accounts, using both qualitative insight and data to guide action
• Partner cross-functionally with Sales, Product, Engineering and Professional Services to:
• Serve as the voice of the customer, bringing structured insights on workflows, pain points and AI opportunities back to internal team
  
  

Who You Are

We are an AI-first company. This means you approach your work with a growth mindset and find ways to leverage AI to help make faster, smarter decisions that will 10X your impact at Box.

• We are an AI-first company. You approach your work with a growth mindset and actively look for ways to leverage AI to drive smarter decisions, unlock new use cases, and increase your impact
• 3+ years of experience in Customer Success, Account Management, Solutions Consulting, or a related customer-facing role in SaaS
• Experience working with enterprise customers and engaging with senior stakeholders and executives
• Demonstrated ability to translate customer needs into practical solutions and business outcomes
• Comfort navigating both technical and business conversations, including discussing integrations, systems, and data flows at a high level
• Solid hands-on experience with modern AI platforms and tools, with enough technical depth to understand, evaluate, and challenge solutions without needing to write production code
• Strong communication and storytelling skills, with the ability to articulate value clearly and persuasively
• Proactive, self-directed, team player who brings fresh ideas for user adoption, churn mitigation and expansion
  
  

At Box, we believe unique and diverse experiences benefit our culture, our products, our customers, our company, and our world. We aim to recruit a passionate, high-performing workforce that reflects the world we live in. If you are head-over-heels about this role but unsure if you meet all the requirements, we encourage you to apply!

EQUAL OPPORTUNITY

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, and any other protected ground of discrimination under applicable human rights legislation. Box strives to respect the dignity and ‎‎independence of people with disabilities and is committed to giving them the same ‎‎opportunity to succeed as all other employees. Inclusiveness is core to our culture at Box, and we strive to ensure you get the most from your interview experience.

Box makes reasonable accommodations for applicants with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, please complete this form. Reasonable accommodations may include scheduling adjustments, document dictation and beyond.

Notice to applicants in Los Angeles: Box, Inc and its related branches will consider for employment, qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chair Ordinance. The Fair Chance Ordinance is provided here.

Notice to applicants in San Francisco: Box, Inc and its related branches will consider for employment, qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chair Ordinance. The Fair Chance Ordinance is provided here.

For details on how we protect your information when you apply, please see our Personnel Privacy Notice. If you are a California-resident, please read our California Applicant & Candidate Privacy Notice here.

Box is committed to fair and equitable compensation practices. Actual base salary is dependent upon factors such as: knowledge, skill level, experience, and work location. This role is also eligible for equity and benefits. For more information, check out our benefits and perks. In accordance with OFCCP compliance, here is the Pay Transparency Provision.

United States Pay Range: $100,000 USD - $125,000 USD

DescriptionSupport the customer service operations including but not limited to evaluating, monitoring, analyzing of results, and implementing any changes.Perform (JP-EN, EN-JP) language translation and proofreading where necessary.Respond and support players...

About us:

At Pencil, we are driving innovation in advertising technology through our state-of-the-art SaaS product, which harnesses Generative AI to redefine content creation. Our mission is to make AI the default in advertising without replacing creative people. To achieve this, we need to make sure that our technology isn’t just in the hands of big brands — we need to help global enterprises transform how marketing and creative operations work at scale.

As Director, Customer Success, you will lead one of Pencil’s most strategic enterprise partnerships. You’ll oversee a dedicated cross-functional account team supporting Target’s North American business, partnering closely with Technical and Production leadership to drive adoption, operational excellence, and long-term account growth.

This role blends strategic customer leadership, operational management, and team development. You will act as the senior post-sale relationship owner for the account while ensuring the broader account pod operates effectively across customer success, technical implementation, creative production, enablement, and workflow transformation initiatives.

You’ll also directly manage a Senior Customer Success Manager, helping shape how we scale enterprise customer success at Pencil.

Preference for candidates in Eastern Time Zone

Key responsibilities:

Strategic Customer Leadership

• Own the overall customer relationship for the Target North America business.
• Build trusted relationships with executive and operational stakeholders across the client organization.
• Lead strategic account planning focused on adoption, retention, workflow transformation, and growth opportunities.
• Drive quarterly business reviews, executive reporting, roadmap discussions, and escalation management.
• Identify opportunities to deepen Pencil’s value across workflows, business units, and creative operations.
  
  

Team Leadership & Cross-Functional Management

• Directly manage a Senior Customer Success, Technical Manager
• Report into VP, Customer Success
• Lead the broader Target account pod in partnership with dedicated Technical and Production Leads.
• Create strong alignment across Customer Success, Technical Solutions, Production, Product, and Commercial teams.
• Establish clear operating rhythms, accountability structures, and communication processes across the account team.
• Support coaching, mentorship, and development within the Customer Success organization.
  
  

Operational Excellence & Delivery Oversight

• Ensure successful onboarding, implementation, workflow adoption, and ongoing customer enablement.
• Partner closely with Production and Technical leadership to improve operational scalability and delivery efficiency.
• Monitor customer health, adoption metrics, workflow performance, and platform utilization.
• Identify operational bottlenecks and proactively implement scalable solutions.
• Support enterprise change management and transformation initiatives across the client organization.
  
  

Commercial Growth & Account Expansion

• Partner with Commercial and Leadership teams to support renewals and account expansion opportunities.
• Help identify new use cases, workflows, and strategic opportunities for growth.
• Ensure customer success strategies align with broader business and revenue objectives.
• Contribute to strategic planning around enterprise service models and customer engagement frameworks.
  
  

Your background:

• Extensive experience in Customer Success, Account Management, Professional Services, or Enterprise SaaS leadership roles.
• Proven success managing large enterprise or strategic accounts with complex stakeholder structures.
• Experience leading cross-functional teams in fast-paced, high-growth environments.
• Strong operational mindset with experience building scalable processes and ways of working.
• Experience partnering closely with technical, implementation, or production/delivery teams.
• Strong executive presence and ability to lead strategic customer conversations.
• Excellent written and verbal communication skills.
• Commercially minded with a strong customer-first approach.
• Experience in SaaS, AI, marketing technology, creative operations, or enterprise workflow platforms is a plus.
  
  

You’ll Thrive Here If You…

• Think strategically and operationally — you can balance long-term customer vision with day-to-day execution.
• Lead through collaboration — you bring cross-functional teams together around shared outcomes.
• Are customer-obsessed — you focus on measurable client impact, adoption, and business value.
• Operate with ownership — you proactively solve problems and drive accountability.
• Are adaptable and solutions-oriented — you thrive in evolving environments and can navigate ambiguity with confidence.
• Communicate clearly and directly — you build trust through transparency, follow-through, and strong partnership.
  
  

KPIs & Success Measures

• Adoption and platform utilization metrics
• Customer retention and expansion performance
• Workflow implementation and operational efficiency improvements
• Executive stakeholder satisfaction and relationship strength
• Team performance, collaboration, and operational alignment
• Strategic account growth and transformation impact
  
  

Benefits:

• 25 days PTO plus public holidays, although we operate a Flexible Time Off scheme
• Health insurance / private medical cover
• Monthly stipend towards cellphone bills
• Remote — work from anywhere in your home country
• Enhanced parental leave policies, whether you become a parent through birth, adoption or surrogacy
• Access to our Pencil office in The Shard, London for UK employees and SoHo in NYC
• Flexible working hours
  
  

About us:

At Pencil, we are driving innovation in advertising technology through our state-of-the-art SaaS product, which harnesses Generative AI to redefine content creation. Our mission is to make AI the default in advertising without replacing creative people. To achieve this, we need to make sure that our technology isn’t just in the hands of big brands — we need to help global enterprises transform how marketing and creative operations work at scale.

As Director, Customer Success, you will lead one of Pencil’s most strategic enterprise partnerships. You’ll oversee a dedicated cross-functional account team supporting Target’s North American business, partnering closely with Technical and Production leadership to drive adoption, operational excellence, and long-term account growth.

This role blends strategic customer leadership, operational management, and team development. You will act as the senior post-sale relationship owner for the account while ensuring the broader account pod operates effectively across customer success, technical implementation, creative production, enablement, and workflow transformation initiatives.

You’ll also directly manage a Senior Customer Success Manager, helping shape how we scale enterprise customer success at Pencil.

Preference for candidates in Eastern Time Zone

Key responsibilities:

Strategic Customer Leadership

• Own the overall customer relationship for the Target North America business.
• Build trusted relationships with executive and operational stakeholders across the client organization.
• Lead strategic account planning focused on adoption, retention, workflow transformation, and growth opportunities.
• Drive quarterly business reviews, executive reporting, roadmap discussions, and escalation management.
• Identify opportunities to deepen Pencil’s value across workflows, business units, and creative operations.
  
  

Team Leadership & Cross-Functional Management

• Directly manage a Senior Customer Success, Technical Manager
• Report into VP, Customer Success
• Lead the broader Target account pod in partnership with dedicated Technical and Production Leads.
• Create strong alignment across Customer Success, Technical Solutions, Production, Product, and Commercial teams.
• Establish clear operating rhythms, accountability structures, and communication processes across the account team.
• Support coaching, mentorship, and development within the Customer Success organization.
  
  

Operational Excellence & Delivery Oversight

• Ensure successful onboarding, implementation, workflow adoption, and ongoing customer enablement.
• Partner closely with Production and Technical leadership to improve operational scalability and delivery efficiency.
• Monitor customer health, adoption metrics, workflow performance, and platform utilization.
• Identify operational bottlenecks and proactively implement scalable solutions.
• Support enterprise change management and transformation initiatives across the client organization.
  
  

Commercial Growth & Account Expansion

• Partner with Commercial and Leadership teams to support renewals and account expansion opportunities.
• Help identify new use cases, workflows, and strategic opportunities for growth.
• Ensure customer success strategies align with broader business and revenue objectives.
• Contribute to strategic planning around enterprise service models and customer engagement frameworks.
  
  

Your background:

• Extensive experience in Customer Success, Account Management, Professional Services, or Enterprise SaaS leadership roles.
• Proven success managing large enterprise or strategic accounts with complex stakeholder structures.
• Experience leading cross-functional teams in fast-paced, high-growth environments.
• Strong operational mindset with experience building scalable processes and ways of working.
• Experience partnering closely with technical, implementation, or production/delivery teams.
• Strong executive presence and ability to lead strategic customer conversations.
• Excellent written and verbal communication skills.
• Commercially minded with a strong customer-first approach.
• Experience in SaaS, AI, marketing technology, creative operations, or enterprise workflow platforms is a plus.
  
  

You’ll Thrive Here If You…

• Think strategically and operationally — you can balance long-term customer vision with day-to-day execution.
• Lead through collaboration — you bring cross-functional teams together around shared outcomes.
• Are customer-obsessed — you focus on measurable client impact, adoption, and business value.
• Operate with ownership — you proactively solve problems and drive accountability.
• Are adaptable and solutions-oriented — you thrive in evolving environments and can navigate ambiguity with confidence.
• Communicate clearly and directly — you build trust through transparency, follow-through, and strong partnership.
  
  

KPIs & Success Measures

• Adoption and platform utilization metrics
• Customer retention and expansion performance
• Workflow implementation and operational efficiency improvements
• Executive stakeholder satisfaction and relationship strength
• Team performance, collaboration, and operational alignment
• Strategic account growth and transformation impact
  
  

Benefits:

• 25 days PTO plus public holidays, although we operate a Flexible Time Off scheme
• Health insurance / private medical cover
• Monthly stipend towards cellphone bills
• Remote — work from anywhere in your home country
• Enhanced parental leave policies, whether you become a parent through birth, adoption or surrogacy
• Access to our Pencil office in The Shard, London for UK employees and SoHo in NYC
• Flexible working hours
  
  

Category: Mortgage Location: Ortigas, Alabang, Pampanga, or Cebu National Capital Region (Manila) Philippines Setup and Location: Work from Home Work Schedule:9:00 AM – 5:00 PM AEDT | 7:00 AM – 3:00 PM PHT Employment Type: Full-time Ready to do work that actually excites you?

About Lokal In 2018, we began with a WhatsApp group with a simple hypothesis: people in tier-2/3 towns weren’t really using the internet meaningfully yet.

As a Senior Technical Support Engineer, you will unblock customers when they face technical obstacles across FloQast’s Accounting Transformation Platform and suite of integrations. Customers around the globe rely on FloQast solutions for business-critical processes spanning Accounting, Audit, Compliance, Finance, IT, and more. Given the high-stakes roles that accuracy and deadlines play in these industries, we take pride in delivering timely and trustworthy technical resolutions. You’ll leverage deep product knowledge and a robust toolset to troubleshoot issues, perform hands-on technical engagements, and ensure customers realize the full value of FloQast.

Based in Sydney, this role is a foundational part of FloQast’s APAC go-to-market team, partnering closely with local Customer Success and Sales teams to deliver technical expertise to the region while also contributing to global Technical Support Engineering efforts.

Visa sponsorship is not available at this time.

What You’ll Do:

• Own support cases from customers/colleagues/partners, applying proper prioritization and delivering clear and effective solutions primarily via email and screen share.

• Troubleshoot error messages and unexpected behaviors, unblocking customers by identifying root causes and delivering technical resolutions.

• Perform backend configuration work, including data transformations, uploads, and migrations, to maintain functionality and meet customer requirements.

• Handle a wide range of L1, L2, and L3 support cases related to assigned Solution(s) and SME specialization(s), including ownership of the most technically demanding cases within the team.

• Lead L3 case resolution end-to-end, coordinating with Engineering from initial triage through remediation; serves as the primary Support representative during P2 incidents and co-leads P0/P1 response alongside Support leadership.

• Develop and maintain expertise in 4+ SME areas, with recognized depth that the broader team draws on.

• Utilize internal admin tools (Super) to retrieve and modify account data (CRUD operations) and provide hands-on assistance within customer environments.

• Leverage technical tools like session replay, log analysis, developer tools, and API clients (e.g., Postman) to perform troubleshooting.

• Participate in daily standups and internal Slack discussions to collaborate on active tickets and projects.

• Mentor fellow TSEs through shadowing sessions, ticket reviews, and live ticket collaboration.

• Partner with local colleagues (ASM, ATC, PIC, AM, etc) on regional  customer implementations and post-launch initiatives, and contribute to internal APAC planning and reporting cadences.

• Contribute to assigned special projects and initiatives, leveraging creative problem-solving skills to help the department achieve its goals.

What You’ll Bring:

• Typically 7–10 years of experience in Technical Support, IT, or a related technical field.

• High EQ with the ability to assess customer urgency and deliver accurate, timely, and empathetic support.

• Ability to apply critical thinking to troubleshoot, diagnose, and resolve customer-reported technical issues.

• Strong technical aptitude with the ability to quickly gain proficiency in complex products, including rapidly evolving features across an innovative platform.

• Strong written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.

• Team-first attitude and experience working cross-functionally with Engineering, Product, Customer Success, etc.

• Proven ability to multitask, prioritize, and manage time effectively in a fast-paced environment.

• Experience with ticketing systems (e.g., Zendesk, Salesforce, JIRA) for case management and escalation processes.

• Comfort using AI-assisted tools in day-to-day support workflows, including case summarization, knowledge retrieval, and troubleshooting assistance.

Nice to Haves:

• Experience working in a B2B Fintech SaaS environment

• Prior experience troubleshooting cloud-based platforms or enterprise applications, particularly ERPs or other accounting/finance tools.

• Familiarity with regex, JSON, or basic scripting for log analysis, data troubleshooting, and API debugging.

• Knowledge of authentication protocols (OAuth, SAML, SSO) and file transfer mechanisms (SFTP, REST APIs).

• Hands-on experience with AI-powered support tools, automation strategies, or chatbot-driven ticket deflection.

• Familiarity with session replay or log analysis tools for debugging customer issues.

• Experience mentoring or training other team members while collaborating on tickets, projects, or escalations.

• Degree in a relevant field such as Information Systems, Information Technology, Business, Finance, Accounting, Engineering, Communications, Technical Writing, or a related discipline.

• Multi-language support experience (e.g., bilingual English-Mandarin, English-German, etc).

#LI-BT1

#LI-Hybrid

About FloQast:

FloQast is the leading AI-powered Accounting Transformation Platform, uniquely built by former accountants for accountants. We automate complex, recurring accounting workflows—transforming preparers into strategic reviewers and relieving accountants from tedious manual work. Our cloud-based solution is trusted by over 3,500 world-class accounting teams, including Lululemon, Doordash, and the MLB, to drive collaboration and financial accuracy. Driven by a mission to continuously elevate the profession, FloQast is redefining both the practice and the perception of accounting on a global scale.

Our values act as a guiding compass, shaping every decision we make, and are non-negotiable, particularly in our hiring process. Alongside our employees, partners, and customers, we embody these values every day:

Unwaveringly Authentic

Ambitious with Integrity

Empowered to Grow

Committed to Collaboration

Customer Obsessed in All Ways

FloQast is regularly rated as a Best Place to Work!

- Inc. Magazine’s Best Workplaces in 2025, 2024, 2023, 2022, and 2021

- Best Places to Work by LA Business Journal since 2017 (that’s 9 years!)

- Built In’s ​​Best Place to Work in Los Angeles 7 years in a row!

Because we are Customer Obsessed in All Ways, check out what our customers have to say about FloQast on G2 Crowd .

If this aligns closely with what you are looking for, hit “Apply” and come join our growing team!

FloQast, Inc is committed to operating fair and unbiased recruitment procedures allowing all applicants an equal opportunity for employment, free from discrimination on the basis of religion, race, sex, age, sexual orientation, disability, color, ethnic or national origin, or any other classification as may be protected by applicable law. We aim to recruit the right people for the jobs we have to offer, and to assess applications on the basis of relevant skills, education, and experience. We welcome people of different backgrounds, experiences, abilities, and perspectives. We are an equal opportunity employer and strive to provide a professional and welcoming workplace for all employees.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Working at Omnisend is… kind of boring.

Not the soul-crushing kind of boring — more like the “no drama, no chaos, just smart people doing great work” kind. The kind that lets you focus on what matters, without pointless meetings, micromanagement, or bureaucracy. We’re data-driven. We test, we iterate, we improve. Gut feelings don’t drive decisions — insights do. We trust each other. We’re transparent, give real feedback, and actually listen. No egos, no hand-holding — just a team of experienced professionals moving fast, adapting easily, and delivering impact. Omnisend is customer-funded and customer-driven. Our work is rooted in solving real problems that help ecommerce brands grow. No empty promises — we bring in results. And yes, we have fun. But the grown-up kind — workations, team gatherings, the occasional party. No forced fun, no awkward icebreakers. Just genuine moments with a team that actually enjoys working together.

About the role:

The Team Lead of Account Experts is a people leadership and regional customer success role within Omnisend’s Customer Success organization. In this role, you will lead and coach a team of Account Experts while overseeing the Chinese speaking book of business. You will be responsible for customer health, retention, and client success across the region, ensuring merchants receive proactive, strategic, and high-quality support.

Working closely with other regional leads and Director of Customer Success, you will help turn CS strategy into strong daily execution, improve team performance, identify risks and opportunities, and make sure APAC customers succeed with Omnisend.

What you’ll do @ Omnisend:

• Lead, coach, and develop a team of Account Experts;

• Oversee the Chinese speaking book of business and take ownership of regional customer health, retention, and client success;

• Monitor churn risk, adoption, engagement, renewal readiness, and overall account performance;

• Support the team with complex, strategic, high-value, or at-risk customer accounts;

• Coach Account Experts on ecommerce strategy, email and SMS marketing, product adoption, retention, renewals, and difficult customer conversations;

• Ensure APAC customers are successfully onboarded and receive the right guidance across setup, migration, warmup, campaigns, automations, and ongoing account growth;

• Review customer dashboards, team performance, workload, and open issues to ensure timely follow-up and strong execution;

• Own first-level customer escalations for the book of business;

• Drive consistency in customer communication, account planning, QBRs, documentation, and best-practice sharing;

• Share customer insights, risks, trends, and feedback with the Customer Success team.

• Foster a culture of accountability, ownership, collaboration, and continuous improvement.

We expect that you’ll bring:

• 2+ years of experience in Customer Success, Account Management, ecommerce, SaaS, or a similar customer-facing role;

• Experience leading, mentoring, or coaching others;

• Experience owning or supporting a book of business, customer portfolio, or regional customer segment;

• Strong understanding of customer success best practices, retention, adoption, customer health, and account ownership;

• Good understanding of digital marketing metrics, including opens, clicks, conversions, revenue, engagement, and retention;

• Ability to identify churn risks, customer health signals, and opportunities to improve customer outcomes;

• Confidence in discussing business, renewal, cancellation, retention, and growth topics with customers;

• Strong communication, prioritization, and problem-solving skills;

• Ability to work with data and make data-informed decisions;

• A proactive, adaptable, and customer-centric mindset;

• Familiarity with tools such as Slack, Zoom, Intercom, Mixpanel, HubSpot, G-Suite, Omnisend, or similar platforms;

• Fluency in English and Chinese.

What we offer in return:

• Gross salary starting from 2800 EUR/month based on experience + commission depending on individual results.

• An unlimited learning budget for self-improvement complying with the best interest of Omnisend;

• Working methods and best practices inspired by the best tech companies in Silicon Valley;

• Senior colleagues who enable us to have a high-performing, productive environment where your growth will accelerate;

• Flexible working hours and remote work possibilities;

• Private health insurance;

• Unlimited access to psychotherapy;

• A workstation budget of 420 EUR;

• Personalized work anniversary gifts, including house cleaning services, bikes, scooters, spas, international flights, and more depending on the year;

• Attractive workations and team-led team-building events.

Omnisend is an email and SMS marketing platform built for ecommerce brands. With one-click integration to major ecommerce platforms, intuitive automation, and powerful email templates, we make sophisticated marketing effortless — no learning curve required.

Award-winning 24/7/365 customer support? Check. A platform trusted by growing brands and seasoned pros alike? Absolutely. The idea that “great marketing needs to be expensive”? Our 150,000+ customers prove that wrong every day.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Shape the Future of Service Excellence with Ten!

Driving Innovation and Trust: Ten’s Journey to Redefine Service Excellence

Ten is on a mission to become the most trusted service business in the world. 🌎Technology-driven Product is at the centre of our strategy to create a hugely successful service and business.  Millions of members already have access to Ten’s services across lifestyle, travel, dining and entertainment on behalf of over fifty clients including HSBC and Swisscard. Ten’s partnerships are based on multi-year contracts generating revenue through platform-as-a-service and technology fees.

We have the advantages of already being at scale globally with a critical mass of high net worth members via stable, multi-year revenue-generating contracts.  We already have a market leading consumer proposition and credibility (and many integrations) with the leading suppliers/partners across our ‘big 4’ service categories of restaurants/travel/entertainment and luxury retail.

We are profitable and the first B Corp listed on the London Stock Exchange (AIM market).

Our plans are to continue to invest into technology (including AI) to become the main way that our members organise their leisure lives.  The next few years will see Ten speed up our progress via our Growth Engine strategy, making the next huge steps to achieve our ambitions together.

For more information, please watch Ten’s Growth Engine Video https://tenlifestylegroup.com/investors/#growth-en…

Purpose of the Role:

The Internal Support Service Specialist is responsible for delivering seamless, back-office travel support across both offline servicing and online platform environments.

This role acts as a central point of expertise for complex flight ticketing, and digital platform support, ensuring a consistent and premium experience across all travel touch-points. It combines operational excellence in GDS/NDC ticketing with the ability to resolve online booking issues by liaising with the relevant technical teams, supporting internal stakeholders with any flight-related or online booking-related issues, and contribute to system and process improvements. This role focuses on internally supporting limited direct member contact, unless through online booking confirmations or for approved, template-based email communication when and where required.

The role plays a key part in maintaining service continuity by assisting the Travel LM’s, supporting revenue integrity by processing airline disputes and making sure accuracy is key when issuing airline tickets, and enhancing the overall member journey through both traditional and digital channels.

• Reissue and refund flight tickets as per direction of member-facing Travel specialists using Amadeus GDS, NDC systems, BSP Link, and other systems; perform pre-ticketing checks and validations as required.
• Support financial processes including ADM/ACM cases, refunds, and reconciliations.
• Book Centurion Travelling services and prepare confirmations as per direction of member-facing Swiss Travel specialists in the applicable booking system.
• Deliver high-quality support for online travel bookings, changes, cancellations, and confirmations across flights, hotels, and car rentals includes member-facing part/requests for changes/cancellations that come in via HTR channels from Travel specialists.
• Serve as primary internal contact for online booking queries and failed/incomplete transactions, taking ownership of escalations to the technical teams and ensuring timely resolution by involving relevant specialists and teams.
• Provide expert support to Travel Lifestyle Managers and internal teams related to the role’s own responsibilities.
• Manage staff travel requests, quotes, and bookings; maintain accurate member profiles and loyalty information.
• Update CRM member profiles with loyalty membership numbers for the Swiss market (Elite Tier).
• Log and escalate system incidents related to platform bookings.
• Provide general administrative and cross-functional back-office support as required.
• Communicate online booking confirmations to members, schedule changes, and disruptions of online bookings to the relevant member-facing specialist Travel teams.

Skills, Knowledge & Experience

• Expert GDS knowledge (Amadeus preferred) including reissues, refunds, and manual fare construction.
• Solid understanding of airline rules, IATA, BSP, and fare structures, experience with online travel platforms and booking issue resolution, strong analytical, problem-solving, and attention to detail.
• Professional handling of escalations and high-pressure situations, excellent written and verbal communication for internal purposes.
• Commercial awareness and supplier engagement
• Be able to work independently and collaboratively, experience with high-net-worth environments.
• Exposure to NDC, APIs, and modern travel distribution systems preferred but not mandatory.
• Customer-focused with service excellence, accountable, trustworthy, and proactive.
• ·Adaptable in fast-paced global environments, detail-oriented.

Our people are at the heart of the business, and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.

Rewards designed around you:

• A competitive salary depending on experience
• Flexible work arrangements including Hybrid work possibilities ; with up to 60% Home Office.
• Paid time away from work. Our employees enjoy a competitive paid time off package, including a day each year to volunteer time for a good cause that is important to you.
• Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave
• Extra Rewards. Lucrative Ten Loyalty Rewards program.
• Remote Working Holidays - possibilities to Travel and Work!
• Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!

Join us and experience a workplace where you can truly thrive.

Commitment to Diversity

We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.

“Ten works with a small preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time. Ten Group is not responsible for any fees related to unsolicited resumes.”

About Manifold

Manifold is the AI platform for life sciences, accelerating life-changing medicines to patients. Our products speed up workflows in areas from target identification and clinical development to market access and precision medicine in the clinic, while maintaining the governance life sciences requires. Global companies and premier research institutions use Manifold to operate faster and more effectively. Backed by leading investors including Reach Capital, TQ Ventures, Calibrate Ventures, SilverArc Capital, and Industry Ventures, Manifold serves tens of thousands of users across hundreds of organizations globally.

About the Role

We’re looking for a Customer Support Engineer who is technically sharp, customer-obsessed, and excited to be on the front line of an AI-native platform. As part of Manifold’s Professional Services team, you’ll be the primary support contact for our customers and will deliver exceptional services by resolving technical issues, owning engineering tasks, and ensuring a positive experience with our platform.

The ideal candidate will be adept at maintaining focus and professionalism while navigating escalated or demanding customers, be able to balance competing priorities, be excited about new ways to deploy agentic AI in both customer and support workflows, and aim to become a configuration and support engineering expert on Manifold’s product suite. This is a high-agency, high-impact position for someone who moves fast, builds AI into how they work, and cares deeply about the outcomes on the other side of every customer interaction.

What You’ll Do

• Provide timely, professional resolution to customer technical issues, requests, and questions. Troubleshoot and resolve technical issues by diagnosing root causes and providing effective solutions.
• Help lead the evolution of Manifold’s support function by evolving support processes and deploying new tools, with an AI-Agent first mindset.
• Deliver high quality support-owned engineering tasks such as: configuration changes, debugging integrations, improving automations, kicking off data ingestions and more.
• Proactively monitor system health and performance metrics to identify issues before they impact users. Monitor and maintain customer data pipelines and technical workflows.
• Become an expert on Manifold’s platform. Assist in building Manifold’s customer and internal knowledge hub. Identify trends in support issues and propose systematic solutions.
• Collaborate with cross-functional teams to provide timely customer resolution, relay customer feedback, improve platform adoption and user experience, and drive customer satisfaction.
• Continually improve the customer experience through feedback, process improvement, and innovation.

What You’ll Bring

• Experience in a customer-facing support or technical engineering role at an AI-native or SaaS company; High-growth, early-stage experience is a strong plus.
• Customer obsession. You love working with customers, resolving their issues, and ensuring a delightful platform and service experience.
• Excellent communication skills. You are transparent, empathetic, and can concisely relay key facts. You distill complex technical concepts to end users, and translate customer requests to technical requirements and resolution.
• Collaborative mindset. You work well as part of a team, and can build partnerships and trust across teams.
• Technical depth. You are skilled at monitoring logs, updating configurations, troubleshooting user platform and data access issues, surveilling data pipelines, diagnosing bugs, and more.
• You don’t use AI occasionally, you’ve built it into how you work. You’re curious about new tools, resourceful in applying them, and have concrete examples of how AI changed your output. You’re energized by opportunities to operationalize agents in new workflows.
• You identify what needs to happen and make it happen. You’ve fixed broken processes you didn’t own, and you measure your work by what outcomes you drove.
• You’ve done your homework on what it means to accelerate life sciences research and you can articulate why that mission matters to you.
• You move fast, make sound calls with the information available, and reset quickly when things don’t go as planned.

Why Manifold

You’ll help shape how we deploy agentic AI in support, work with customers doing breakthrough science, and grow fast in a company that takes talent seriously. We’re a hybrid team based in Newton, MA, so if you do your best work alongside people in person on a regular cadence, you’ll fit right in.

Salary Range The base salary range for this position s $83,000–$104,000 annually.

• Please note: Final offer amounts are determined by multiple factors, including prior experience and expertise, and may vary from the amount above. This range does not represent additional compensation benefits (such as equity, 401K match or medical, dental or vision insurance).

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We’re building an AI-native culture where technology and talent are unstoppable together. And we’re just getting started.

Join us to put AI to work for people.

Job Description

What you get to do in this role:

The role of the Senior Success Advocate is to act as an advocate for our customers. You will oversee a portfolio of customers to help them achieve business outcomes and foster greater adoption and usage of the ServiceNow products they have purchased through prescriptive guidance. You will bring ServiceNow’s best practices, innovations, and capabilities to help customers achieve their goals.

• You will oversee the engagement and outcomes for customers in your portfolio
• Assign out activities to other team members to achieve outcomes
• Ensure customers are technically healthy and on the most recent version of our product
• Guide development of new Success Plays
• Work with customers to create new use case/success stories
• Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses
• Guide other ServiceNow teams to address customer issues
• Identify and own new projects
• Reduce number of escalated customers
• Guide best practice development and mentor/guide junior team members
• Help with recruiting

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
• 10+ years of related work experience; OR equivalent work experience
• Creativity with comfort running projects independently
• Improve complex issues through analysis and resolution
• Succeed in working collaboratively
• Mentor team members
• ServiceNow certifications

FD21

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license. .

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We’re building an AI-native culture where technology and talent are unstoppable together. And we’re just getting started.

Join us to put AI to work for people.

Job Description

What you get to do in this role:

The role of the Senior Success Advocate is to act as an advocate for our customers. You will oversee a portfolio of customers to help them achieve business outcomes and foster greater adoption and usage of the ServiceNow products they have purchased through prescriptive guidance. You will bring ServiceNow’s best practices, innovations, and capabilities to help customers achieve their goals.

• You will oversee the engagement and outcomes for customers in your portfolio
• Assign out activities to other team members to achieve outcomes
• Ensure customers are technically healthy and on the most recent version of our product
• Guide development of new Success Plays
• Work with customers to create new use case/success stories
• Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses
• Guide other ServiceNow teams to address customer issues
• Identify and own new projects
• Reduce number of escalated customers
• Guide best practice development and mentor/guide junior team members
• Help with recruiting

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
• 10+ years of related work experience; OR equivalent work experience
• Creativity with comfort running projects independently
• Improve complex issues through analysis and resolution
• Succeed in working collaboratively
• Mentor team members
• ServiceNow certifications

FD21

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license. .

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what’s the role all about?

After key NiCE CX customers have purchased and are implementing our products, the Customer Success Management (CSM) team takes ownership of the ongoing customer relationship and value realisation, becoming the customer’s trusted advocate within NiCE CX.

The Customer Success Manager begins engaging with customers before they go live on the contact centre platform and works closely with them from that point forward to ensure adoption, measurable ROI, and long-term success.

Our CSMs are seasoned customer success and technically fluent professionals who are unified in exceeding customer expectations, driving adoption of AI powered capabilities, improving customer experience, and supporting company growth objectives. This role manages multiple customer accounts, many of which are enterprise, high touch, and high complexity customers.

The CSM partners with customers to help them succeed in their business using NiCE technology and services, expand and optimise usage, act as a customer advocate and reference, and build long-term, loyal partnerships. Assigned accounts may include customers with premium service packages where a high level of engagement, strategic guidance, and technical understanding is required.

Interaction with customers will be via phone, email, chat, video conferences with regular face-to-face engagement as necessary and appropriate. Travel to customer sites is expected to support customer visits, value reviews, and executive engagements.

The CSM works independently and in close collaboration with Sales, Technical Support, Professional Services, Product Management, Engineering, and other teams to ensure the highest levels of customer success, adoption, and satisfaction.

How will you make an impact

• Act as the single point of ownership for customer success across assigned accounts, coordinating NiCE CX resources as needed to deliver outcomes

• Develop and maintain strong, productive relationships with customers, holding regular success reviews to understand their contact centre operations, business goals, and success criteria

• Drive adoption and value realisation, including AI‑driven capabilities, by connecting NiCE CX technology to customer business outcomes and ROI

• Build trustedadvisor relationships and deliver a customer experience aligned to stakeholder needs and expectations

• Partner with NiCE CX teams (Technical Support, Professional Services, Product, Engineering, etc.) to ensure issues, requests, and initiatives are progressing effectively and within SLA

• Demonstrate strong working knowledge of NiCE CX products and associated technologies, particularly those used by assigned customers

• Maintain currency in contact centre, AI, cloud, and digital customer experience technologies and trends

• Gain a deep understanding of each customer’s environment, identify success gaps and opportunities, and propose solutions that accelerate adoption and business impact

• Develop and deliver tailored presentations that articulate usage, adoption, realised benefits, ROI, opportunities, and next steps

• Proactively manage customer health, risks, and escalations, ensuring a consistently positive customer experience

• Support customers through go‑live and post‑go‑live phases, building confidence and momentum as they mature in their use of the platform

• Contribute to high customer satisfaction and Net Promoter Scores (NPS) across the assigned portfolio

• Travel up to 25–30% to support customer success activities

Have you got what it takes?

• Bachelor’s Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience

• 6+ years’ experience in Customer Success, Technical Account Management, Service Delivery, or similar customer‑facing roles within SaaS, telecommunications, or contact centre environments

• Strong ability to translate technical and AI‑driven capabilities into business value and outcomes

• Excellent analytical, problem‑solving, and customer engagement skills

• Proven experience managing multiple customer accounts simultaneously

• Excellent communication skills, both verbal and written

• Ability to work effectively in a fast‑paced, customer‑centric environment

• Proficient in Microsoft Office applications

• Able to work independently with minimal supervision

• Strong working knowledge of contact centre platforms, functionality, and design

• Experience balancing technical discussions while maintaining strong executive‑level business relationships

You will have an advantage if you also have:

• Understanding of networking, VoIP, and contact centre infrastructure

• Knowledge of TCP/IP, SIP signalling, and telecommunications architecture

• Familiarity with databases, SQL concepts, or scripting fundamentals

• Experience with AI, analytics, automation, or digital CX technologies

• Analytical, inquisitive, service‑oriented mindset with a collaborative approach

• Experience working across complex customer environments and stakeholder groups

What’s in it for you?

Join an ever growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment. As the market leader, every day at NiCE is a chance to learn and grow, with endless internal career opportunities across multiple roles, disciplines, domains, and locations.

If you are passionate about customer success, innovation, and driving real business outcomes, you may just be our next NiCEr.

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what’s the role all about?

After key NiCE CX customers have purchased and are implementing our products, the Customer Success Management (CSM) team takes ownership of the ongoing customer relationship and value realisation, becoming the customer’s trusted advocate within NiCE CX.

The Customer Success Manager begins engaging with customers before they go live on the contact centre platform and works closely with them from that point forward to ensure adoption, measurable ROI, and long-term success.

Our CSMs are seasoned customer success and technically fluent professionals who are unified in exceeding customer expectations, driving adoption of AI powered capabilities, improving customer experience, and supporting company growth objectives. This role manages multiple customer accounts, many of which are enterprise, high touch, and high complexity customers.

The CSM partners with customers to help them succeed in their business using NiCE technology and services, expand and optimise usage, act as a customer advocate and reference, and build long-term, loyal partnerships. Assigned accounts may include customers with premium service packages where a high level of engagement, strategic guidance, and technical understanding is required.

Interaction with customers will be via phone, email, chat, video conferences with regular face-to-face engagement as necessary and appropriate. Travel to customer sites is expected to support customer visits, value reviews, and executive engagements.

The CSM works independently and in close collaboration with Sales, Technical Support, Professional Services, Product Management, Engineering, and other teams to ensure the highest levels of customer success, adoption, and satisfaction.

How will you make an impact

• Act as the single point of ownership for customer success across assigned accounts, coordinating NiCE CX resources as needed to deliver outcomes

• Develop and maintain strong, productive relationships with customers, holding regular success reviews to understand their contact centre operations, business goals, and success criteria

• Drive adoption and value realisation, including AI‑driven capabilities, by connecting NiCE CX technology to customer business outcomes and ROI

• Build trustedadvisor relationships and deliver a customer experience aligned to stakeholder needs and expectations

• Partner with NiCE CX teams (Technical Support, Professional Services, Product, Engineering, etc.) to ensure issues, requests, and initiatives are progressing effectively and within SLA

• Demonstrate strong working knowledge of NiCE CX products and associated technologies, particularly those used by assigned customers

• Maintain currency in contact centre, AI, cloud, and digital customer experience technologies and trends

• Gain a deep understanding of each customer’s environment, identify success gaps and opportunities, and propose solutions that accelerate adoption and business impact

• Develop and deliver tailored presentations that articulate usage, adoption, realised benefits, ROI, opportunities, and next steps

• Proactively manage customer health, risks, and escalations, ensuring a consistently positive customer experience

• Support customers through go‑live and post‑go‑live phases, building confidence and momentum as they mature in their use of the platform

• Contribute to high customer satisfaction and Net Promoter Scores (NPS) across the assigned portfolio

• Travel up to 25–30% to support customer success activities

Have you got what it takes?

• Bachelor’s Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience

• 6+ years’ experience in Customer Success, Technical Account Management, Service Delivery, or similar customer‑facing roles within SaaS, telecommunications, or contact centre environments

• Strong ability to translate technical and AI‑driven capabilities into business value and outcomes

• Excellent analytical, problem‑solving, and customer engagement skills

• Proven experience managing multiple customer accounts simultaneously

• Excellent communication skills, both verbal and written

• Ability to work effectively in a fast‑paced, customer‑centric environment

• Proficient in Microsoft Office applications

• Able to work independently with minimal supervision

• Strong working knowledge of contact centre platforms, functionality, and design

• Experience balancing technical discussions while maintaining strong executive‑level business relationships

You will have an advantage if you also have:

• Understanding of networking, VoIP, and contact centre infrastructure

• Knowledge of TCP/IP, SIP signalling, and telecommunications architecture

• Familiarity with databases, SQL concepts, or scripting fundamentals

• Experience with AI, analytics, automation, or digital CX technologies

• Analytical, inquisitive, service‑oriented mindset with a collaborative approach

• Experience working across complex customer environments and stakeholder groups

What’s in it for you?

Join an ever growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment. As the market leader, every day at NiCE is a chance to learn and grow, with endless internal career opportunities across multiple roles, disciplines, domains, and locations.

If you are passionate about customer success, innovation, and driving real business outcomes, you may just be our next NiCEr.

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

ABOUT NOGIGIDDY

NoGigiddy is a digital platform built for gig workers, side hustlers, and anyone building an income outside the traditional 9-to-5. We connect our community with real earning opportunities — remote jobs, surveys, gig platforms, and financial tools — all in one place, free to access, no gatekeeping. We built what we wish had existed, and we hire people who actually get it.

THE ROLE

When our users have questions, run into issues, or need a hand — you’re the person they count on. As a Customer Success Specialist at NoGigiddy, you’ll support our community with fast, helpful, and genuine responses across email, chat, and social. No degree required — just strong communication, patience, and a real desire to help people succeed.

RESPONSIBILITIES

Respond to user inquiries via email, chat, and social media channels in a timely and professional manner

Troubleshoot issues related to offers, account access, and platform navigation

Escalate complex issues to the appropriate team with full context and documentation

Maintain detailed records of user interactions in our support CRM

Identify recurring issues and report patterns to the product team

Contribute to the help center by writing and updating FAQ articles

Deliver consistently high CSAT scores through genuine, solution-focused support

REQUIREMENTS

No degree required

Prior customer support experience preferred but not required — we’ll train you

Clear, empathetic written and verbal communication

Patient and calm under pressure — you don’t match the energy of an upset user

Organized and able to manage a high volume of tickets without letting things slip

Familiarity with support tools (Zendesk, Intercom, or similar) is a plus

BENEFITS

Hourly pay of $16–$22/hr

Fully remote

Paid training on all systems and product knowledge

Growth path into team lead or operations roles

Access to the full NoGigiddy earning opportunity network

Equal Opportunity Employer. NoGigiddy celebrates diversity and is committed to creating an inclusive environment for all team members.

ABOUT NOGIGIDDY

NoGigiddy is a digital platform built for gig workers, side hustlers, and anyone building an income outside the traditional 9-to-5. We connect our community with real earning opportunities — remote jobs, surveys, gig platforms, and financial tools — all in one place, free to access, no gatekeeping. We built what we wish had existed, and we hire people who actually get it.

THE ROLE

When our users have questions, run into issues, or need a hand — you’re the person they count on. As a Customer Success Specialist at NoGigiddy, you’ll support our community with fast, helpful, and genuine responses across email, chat, and social. No degree required — just strong communication, patience, and a real desire to help people succeed.

RESPONSIBILITIES

Respond to user inquiries via email, chat, and social media channels in a timely and professional manner

Troubleshoot issues related to offers, account access, and platform navigation

Escalate complex issues to the appropriate team with full context and documentation

Maintain detailed records of user interactions in our support CRM

Identify recurring issues and report patterns to the product team

Contribute to the help center by writing and updating FAQ articles

Deliver consistently high CSAT scores through genuine, solution-focused support

REQUIREMENTS

No degree required

Prior customer support experience preferred but not required — we’ll train you

Clear, empathetic written and verbal communication

Patient and calm under pressure — you don’t match the energy of an upset user

Organized and able to manage a high volume of tickets without letting things slip

Familiarity with support tools (Zendesk, Intercom, or similar) is a plus

BENEFITS

Hourly pay of $16–$22/hr

Fully remote

Paid training on all systems and product knowledge

Growth path into team lead or operations roles

Access to the full NoGigiddy earning opportunity network

Equal Opportunity Employer. NoGigiddy celebrates diversity and is committed to creating an inclusive environment for all team members.

ABOUT NOGIGIDDY

NoGigiddy is a digital platform built for gig workers, side hustlers, and anyone building an income outside the traditional 9-to-5. We connect our community with real earning opportunities — remote jobs, surveys, gig platforms, and financial tools — all in one place, free to access, no gatekeeping. We built what we wish had existed, and we hire people who actually get it.

THE ROLE

When our users have questions, run into issues, or need a hand — you’re the person they count on. As a Customer Success Specialist at NoGigiddy, you’ll support our community with fast, helpful, and genuine responses across email, chat, and social. No degree required — just strong communication, patience, and a real desire to help people succeed.

RESPONSIBILITIES

Respond to user inquiries via email, chat, and social media channels in a timely and professional manner

Troubleshoot issues related to offers, account access, and platform navigation

Escalate complex issues to the appropriate team with full context and documentation

Maintain detailed records of user interactions in our support CRM

Identify recurring issues and report patterns to the product team

Contribute to the help center by writing and updating FAQ articles

Deliver consistently high CSAT scores through genuine, solution-focused support

REQUIREMENTS

No degree required

Prior customer support experience preferred but not required — we’ll train you

Clear, empathetic written and verbal communication

Patient and calm under pressure — you don’t match the energy of an upset user

Organized and able to manage a high volume of tickets without letting things slip

Familiarity with support tools (Zendesk, Intercom, or similar) is a plus

BENEFITS

Hourly pay of $16–$22/hr

Fully remote

Paid training on all systems and product knowledge

Growth path into team lead or operations roles

Access to the full NoGigiddy earning opportunity network

Equal Opportunity Employer. NoGigiddy celebrates diversity and is committed to creating an inclusive environment for all team members.

As a Senior Technical Support Engineer, you will unblock customers when they face technical obstacles across FloQast’s Accounting Transformation Platform and suite of integrations. Customers around the globe rely on FloQast solutions for business-critical processes spanning Accounting, Audit, Compliance, Finance, IT, and more. Given the high-stakes roles that accuracy and deadlines play in these industries, we take pride in delivering timely and trustworthy technical resolutions. You’ll leverage deep product knowledge and a robust toolset to troubleshoot issues, perform hands-on technical engagements, and ensure customers realize the full value of FloQast.

Based in Sydney, this role is a foundational part of FloQast’s APAC go-to-market team, partnering closely with local Customer Success and Sales teams to deliver technical expertise to the region while also contributing to global Technical Support Engineering efforts.

Visa sponsorship is not available at this time.

What You’ll Do:

• Own support cases from customers/colleagues/partners, applying proper prioritization and delivering clear and effective solutions primarily via email and screen share.

• Troubleshoot error messages and unexpected behaviors, unblocking customers by identifying root causes and delivering technical resolutions.

• Perform backend configuration work, including data transformations, uploads, and migrations, to maintain functionality and meet customer requirements.

• Handle a wide range of L1, L2, and L3 support cases related to assigned Solution(s) and SME specialization(s), including ownership of the most technically demanding cases within the team.

• Lead L3 case resolution end-to-end, coordinating with Engineering from initial triage through remediation; serves as the primary Support representative during P2 incidents and co-leads P0/P1 response alongside Support leadership.

• Develop and maintain expertise in 4+ SME areas, with recognized depth that the broader team draws on.

• Utilize internal admin tools (Super) to retrieve and modify account data (CRUD operations) and provide hands-on assistance within customer environments.

• Leverage technical tools like session replay, log analysis, developer tools, and API clients (e.g., Postman) to perform troubleshooting.

• Participate in daily standups and internal Slack discussions to collaborate on active tickets and projects.

• Mentor fellow TSEs through shadowing sessions, ticket reviews, and live ticket collaboration.

• Partner with local colleagues (ASM, ATC, PIC, AM, etc) on regional  customer implementations and post-launch initiatives, and contribute to internal APAC planning and reporting cadences.

• Contribute to assigned special projects and initiatives, leveraging creative problem-solving skills to help the department achieve its goals.

What You’ll Bring:

• Typically 7–10 years of experience in Technical Support, IT, or a related technical field.

• High EQ with the ability to assess customer urgency and deliver accurate, timely, and empathetic support.

• Ability to apply critical thinking to troubleshoot, diagnose, and resolve customer-reported technical issues.

• Strong technical aptitude with the ability to quickly gain proficiency in complex products, including rapidly evolving features across an innovative platform.

• Strong written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.

• Team-first attitude and experience working cross-functionally with Engineering, Product, Customer Success, etc.

• Proven ability to multitask, prioritize, and manage time effectively in a fast-paced environment.

• Experience with ticketing systems (e.g., Zendesk, Salesforce, JIRA) for case management and escalation processes.

• Comfort using AI-assisted tools in day-to-day support workflows, including case summarization, knowledge retrieval, and troubleshooting assistance.

Nice to Haves:

• Experience working in a B2B Fintech SaaS environment

• Prior experience troubleshooting cloud-based platforms or enterprise applications, particularly ERPs or other accounting/finance tools.

• Familiarity with regex, JSON, or basic scripting for log analysis, data troubleshooting, and API debugging.

• Knowledge of authentication protocols (OAuth, SAML, SSO) and file transfer mechanisms (SFTP, REST APIs).

• Hands-on experience with AI-powered support tools, automation strategies, or chatbot-driven ticket deflection.

• Familiarity with session replay or log analysis tools for debugging customer issues.

• Experience mentoring or training other team members while collaborating on tickets, projects, or escalations.

• Degree in a relevant field such as Information Systems, Information Technology, Business, Finance, Accounting, Engineering, Communications, Technical Writing, or a related discipline.

• Multi-language support experience (e.g., bilingual English-Mandarin, English-German, etc).

#LI-BT1

#LI-Hybrid

About FloQast:

FloQast is the leading AI-powered Accounting Transformation Platform, uniquely built by former accountants for accountants. We automate complex, recurring accounting workflows—transforming preparers into strategic reviewers and relieving accountants from tedious manual work. Our cloud-based solution is trusted by over 3,500 world-class accounting teams, including Lululemon, Doordash, and the MLB, to drive collaboration and financial accuracy. Driven by a mission to continuously elevate the profession, FloQast is redefining both the practice and the perception of accounting on a global scale.

Our values act as a guiding compass, shaping every decision we make, and are non-negotiable, particularly in our hiring process. Alongside our employees, partners, and customers, we embody these values every day:

Unwaveringly Authentic

Ambitious with Integrity

Empowered to Grow

Committed to Collaboration

Customer Obsessed in All Ways

FloQast is regularly rated as a Best Place to Work!

- Inc. Magazine’s Best Workplaces in 2025, 2024, 2023, 2022, and 2021

- Best Places to Work by LA Business Journal since 2017 (that’s 9 years!)

- Built In’s ​​Best Place to Work in Los Angeles 7 years in a row!

Because we are Customer Obsessed in All Ways, check out what our customers have to say about FloQast on G2 Crowd .

If this aligns closely with what you are looking for, hit “Apply” and come join our growing team!

FloQast, Inc is committed to operating fair and unbiased recruitment procedures allowing all applicants an equal opportunity for employment, free from discrimination on the basis of religion, race, sex, age, sexual orientation, disability, color, ethnic or national origin, or any other classification as may be protected by applicable law. We aim to recruit the right people for the jobs we have to offer, and to assess applications on the basis of relevant skills, education, and experience. We welcome people of different backgrounds, experiences, abilities, and perspectives. We are an equal opportunity employer and strive to provide a professional and welcoming workplace for all employees.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.