[Hiring] Customer Success Advocate @Norseman Services

Role Description

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.

• 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.

Qualifications

• 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.

Requirements

• Clearance: Varies by engagement
• Location: Remote -- United States

Benefits

• 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).