Magnit Global is a leading, global professional services and technology company and a certified “Great Place to Work”. We have been a leader in contingent workforce management since 1991 and work with leading Fortune 500 companies and other large organizations across numerous verticals including consumer electronics, research and development, pharmaceuticals, health services, and many more! 

We're glad to continue a relationship with you and happy to assist in the next steps of your career once more! 

This contract is with Servicenow Inc.

What you'll do:

• Partner with Major Area Leaders to develop, manage, and track customer adoption plans across their portfolios 
• Use AI-powered analytics and predictive modeling to identify at-risk customers and drive proactive intervention strategies ·
• Maintain scorecards and dashboards that provide real-time visibility into customer engagement, product usage, and value realization 
• Drive cross-functional collaboration with Customer Success, Sales, and Product teams to execute adoption initiatives 
• Support headcount management and capacity planning, including ratio analysis, coverage modeling, and resource allocation
• Monitor GRR trends, adoption metrics, and customer health indicators to identify downsell risks and expansion opportunities · Track progress of "get-well" plans for customers with adoption challenges in partnership with CSMs and Account Executives 
• Report on NPS trends, identify root causes of detractor feedback, and partner with teams to drive year-over-year improvements 
• Deliver regular performance insights and recommendations to Major Area Leaders, automating reporting where possible
• Establish consistent cadences for adoption reviews, health check-ins, and performance tracking · Develop standardized templates, playbooks, and AI-powered workflows to scale adoption efforts 
• Facilitate planning sessions to align teams on adoption priorities, goals, and execution plans 
• Ensure accountability on adoption initiatives through structured tracking and progress reviews
• Prepare executive-ready materials for QBRs, business reviews, and strategic planning sessions 
• Translate complex data into clear, actionable insights that drive stakeholder alignment 
• Support internal communications to reinforce adoption priorities and celebrate customer wins 
• Foster a culture of customer-centricity, continuous improvement, and AI-enabled innovation.

What You'll Bring:

• Strong AI aptitude: experience leveraging AI tools for analytics, workflow automation, predictive modeling, or decision support 
• 3–5 years in business operations, customer success operations, or program management in a SaaS or subscription environment 
• Strong analytical skills with the ability to identify trends and create actionable insights using modern analytics tools 
• Experience building dashboards, scorecards, and tracking mechanisms to monitor performance 
• Experience with headcount planning, capacity modeling, and resource allocation in customer-facing organizations 
• Proven ability to manage multiple initiatives simultaneously with strong organizational and project management skills 
• Excellent communication skills with the ability to synthesize complexity and present clear recommendations
• Familiarity with customer success metrics (GRR, NPS, health scores, adoption metrics) and how they drive business outcomes 
• Proactive, solutions-oriented mindset with enthusiasm for leveraging AI and automation to scale operation.

This is the pay range that Magnit reasonably expects to pay for this position: $115.26/hour - $153.69/ hour

Benefits: Medical, Dental, Vision, 401K