35 Remote Customer Success Associate jobs in San Francisco

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.

About the Role:

As a Senior AI Agent Engineer | Federal at Moveworks by ServiceNow, you'll be responsible for making our strategic public sector customers successful with the Moveworks platform by accelerating product adoption and innovation across federal civilian, defense, and intelligence community engagements. You are a critical, high-leverage technical individual that operates at the intersection of Customer Success, Product Management, and Engineering — with a deep appreciation for working hands-on with products, technical problem-solving, and architecting solutions.

Your primary mission is to translate complex business challenges into innovative, high-impact AI solutions built on our platform. This role provides full-stack ownership of technical success, allowing you to not only deploy capabilities within our offering but also directly influence the product's evolution by ensuring that learnings are folded back into our core platform and roadmap.

Core Responsibilities & Impact:

• Full-stack Ownership: Partner deeply with federal customers throughout the entire delivery lifecycle of AI Agents on the Moveworks platform: Vision-Lock, Solution Design/Architecture, Building, Tuning, and launch — while navigating the realities of federal procurement, ATO timelines, and agency governance.
• Custom Solution Design: Architect, design, and consult with federal stakeholders to develop high-impact AI solutions that leverage AI in novel and meaningful ways to solve mission-critical business challenges.
• Integration and Implementation: Integrate the Moveworks by ServiceNow Platform with enterprise systems (ITSM, HRIS, identity, knowledge sources) in a manner that is innovative, performant, and compliant with federal security and data-handling requirements, including deployments in FedRAMP High and IL4/IL5 environments where applicable.
• Product Partnership: Work closely with engineering and product teams on new product rollouts, and help drive product decision-making by synthesizing on-the-ground customer feedback, compliance requirements, and technical gaps unique to the public sector.
• Strategic Guidance & Influence: Serve as a trusted advisor to federal customers, providing strategic direction to help them overcome technical, organizational, and compliance obstacles, including upskilling agency teams to operate the product independently.
• Reusability & Knowledge Sharing: Generalize successful customer solutions into reusable templates and share learnings broadly across the team.

About You:

You are a technical generalist who genuinely enjoys working directly with customers. You thrive at the intersection of engineering, consulting, and customer success — and you're equally energized by solving a complex integration problem and presenting a solution narrative to a customer's executive team.

• Communication: You can build deep partnerships across technical staff, program managers, and executives — and translate solutions into clear artifacts (architecture diagrams, proposals, ATO artifacts, SOWs) and compelling narratives for any audience.
• Technical Mastery: You have a strong grasp of API-based systems integration and LLM-based systems design including prompt engineering, context engineering, and data modeling. You're curious about what happens under the hood and why things are built the way they are.
• Curiosity: You are a rapid learner with high technical aptitude and strong generalist instincts to quickly pick up both new technical and mission domains.
• Product Excellence: You have product taste/judgement and are obsessed with building and delivering exceptional product experiences for end users.
• Entrepreneurial Drive / Grit: You lean into ambiguity and actively seek exposure across engineering, product, and business functions.
• Accountability: You have a strong sense of personal accountability to both customers and internal teammates who rely on your expertise.

Required:

• U.S. citizenship required. Eligibility to obtain and maintain a U.S. federal government security clearance (Public Trust at minimum; Secret or higher preferred depending on customer assignment).
• 5+ years of experience in a customer-facing technical role, such as a Forward Deployed Engineer, Solutions Engineer, Customer Success Engineer, Solutions Architect, Consulting Engineer, or Software Engineer.
• Experience designing, building, and launching full-stack workflows and automations leveraging REST APIs, iPaaS automation (Workato, Azure Functions, AWS Lambdas, ServiceNow Flow Designer), or generic scripting (e.g., Python, JavaScript, Golang).
• Ability to operate across multiple business functions or technical domains, demonstrating adaptability, quick-to-learn, and broad technical skills.
• Experience leading projects and coordinating other team members, with strong networks across departments and key external stakeholders.
• Proven ability to work independently on ambiguous problems, choosing the right approach and driving results across complex, cross-functional efforts.
• Willingness and ability to travel up to 25% of the time.

Preferred:

• Experience delivering technical solutions to U.S. federal government customers (civilian, DoD, or IC), or equivalent public sector experience.
• Active security clearance (Secret, Top Secret, or TS/SCI).
• Familiarity with FedRAMP Moderate/High, DoD IL4/IL5, ATO processes, and FISMA compliance concepts.
• Familiarity with enterprise platforms such as ServiceNow, Jira Service Desk, Zendesk, Workday, or Okta.
• Current on the latest AI tools, frameworks, and agentic design patterns — and thoughtful about how to apply them to build reliable, scalable solutions.

Please Note: This position will include supporting our US Federal customers.

This position requires passing a ServiceNow background screening, USFedPASS (US Federal Personnel Authorization Screening Standards). This includes a credit check, criminal/misdemeanor check and taking a drug test. Any employment is contingent upon passing the screening. Due to Federal requirements, only US citizens, US naturalized citizens or US Permanent Residents, holding a green card, will be considered.

For positions in this location, we offer a base pay of $143,200 - $243,400, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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 globaltalentss@servicenow.com 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.

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