Customer Success Advocate

Norseman Services is hiring a Customer Success Advocate to own the post-implementation relationship with our federal, healthcare, and regulated-enterprise customers. You'll be the bridge between the customers Norseman has stood up on ServiceNow and the rest of our delivery org -- making sure adoption stays high, platforms stay healthy, and customers see real business outcomes from their investment.

Key Responsibilities

• Oversee customer outcomes for a portfolio of Norseman accounts, understanding each

customer's needs, priorities, and platform maturity.

• Ensure customers stay technically healthy on the current ServiceNow release and

Norseman best practices.

• Identify and apply Success Plays (or equivalent prescriptive guidance) to accelerate

customer maturity and adoption.

• Drive license utilization and platform expansion -- make sure every customer captures the

full value of what they've purchased.

• Partner with Norseman delivery teams (Architects, BPCs, EMs) to bring the right expertise

to each customer at the right moment.

• Coordinate escalation response when customer issues arise -- pull in the right resources

across Norseman's ecosystem to resolve quickly.

• Contribute customer signal back to Norseman leadership -- adoption trends, renewal risk, expansion opportunities, success stories worth amplifying.

What You Bring MUST HAVE

• 5+ years in a customer success, customer professional services, or related customer-

facing business support role.

• Comfort integrating AI into work -- AI-powered tools, automation, AI-driven

insights -- and curiosity about how AI is reshaping customer success.

• Ability to operate independently across a portfolio of customers with minimal day-to-

day supervision.

• Strong analytical instincts -- can spot the signal in customer telemetry, usage data,

and feedback patterns.

• Track record of resolving complex customer issues through structured analysis and cross-functional collaboration.
• Excellent communication -- can talk platform health with an engineer and

business outcomes with a CIO in the same call. NICE TO HAVE

• ServiceNow accreditations or certifications (CSA, CIS, or comparable).
• Prior experience in a consulting or managed services environment.
• Exposure to federal, healthcare, or regulated-enterprise customer environments.
• Experience working with customer success platforms (Gainsight, Catalyst, etc.) or ServiceNow's Success Platform.

Clearance & Location Clearance: Varies by engagement · Location: Remote -- United States About Norseman Services Norseman Services is a boutique ServiceNow consultancy built for organizations with real stakes and high standards. Backed by the defense credentials of Norseman Defense Technologies, we bring cleared, disciplined, senior-level delivery to federal agencies, healthcare organizations, and regulated enterprises that need more than a capable implementer -- they need a partner who protects the platform long after the project closes. We harness AI across delivery to expedite the path to value and trust. Additional Information

• Fully remote (or as specified in the role).
• Small, collaborative team backed by the broader Norseman Defense Technologies

organization.

• Opportunity to do consequential platform work for federal, healthcare, and regulated-

enterprise clients.

• Equal Opportunity Employer / Veterans / Disabled.
• Featured benefits include medical, dental, and vision insurance, plus 401(k).