---
title: Customer success management responsibilities
description: Responsibilities added with Customer Success Management.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/acct-lifecycle-events/account-lifecycle-customer-success-responsibilities.html
release: australia
topic_type: reference
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Reference, Customer Success Management]
---

# Customer success management responsibilities

Responsibilities added with Customer Success Management.

|Responsibility|Description|
|--------------|-----------|
|Relationship Manager|Maintains ongoing strategic engagement with the customer. Verifies value delivery, stakeholder alignment, and long-term satisfaction.|
|Escalation Manager|Coordinates resolution of high-risk issues or service disruptions. Verifies visibility and timely resolution during escalations.|
|Service Delivery Manager|Oversees consistent service delivery. Tracks service quality, SLA performance, and manages ongoing coordination across teams.|
|Implementation Specialist|Oversees the execution of scoped ServiceNow implementations. Confirms that configurations meet customer needs and timelines.|
|Product Specialist|Expert in specific ServiceNow products or modules. Provides configuration guidance and adoption best practices tailored to product capabilities.|
|Customer Enablement Specialist|Guides customers through onboarding and enablement initiatives. Confirms that end users are trained and equipped to adopt the product effectively.|
|Solution Consultant|Translates business requirements into scalable ServiceNow solutions. Collaborates during pre-sales, implementation, and expansion phases.|
|Platform Architect|Designs the target ServiceNow architecture. Verifies that platform setup is scalable, secure, and aligned with long-term business needs.|
|Process Owner|Accountable for specific business processes \(for example, Incident, Change\). Defines KPIs, drives improvements, and confirms process maturity.|
|Customer Executive|Strategic decision-maker on the customer side. Aligns the customer’s business goals with the ServiceNow adoption strategy.|
|Customer Information Officer \(CIO\)|Executive-level sponsor accountable for aligning ServiceNow initiatives with the customer’s broader IT and digital strategy.|

**Parent Topic:**[Customer Success Management reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-reference.md)