---
sourceDocument: Australia Customer Success Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/acct-lifecycle-events

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Customer Success Management

ft:clusterId :

    - actle

bundleId :

    - actle

workflow :

    - Customer and Industry


---

# Responsibilities

# Customer success management responsibilities {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

Responsibilities added with Customer Success Management.
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| Responsibilities | 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. |
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{#account-lifecycle-customer-success-responsibilities__table_jcn_xnb_1gc}