Customer Success Executive

The Customer Success Executive is accountable for the strategic leadership and execution of post-sales activities within our most valuable accounts. This position plays a crucial role in driving ServiceNow’s long-term value by accelerating customers’ journey to success, ensuring predictable renewals, and maximizing the impact of ServiceNow across their business transformation initiatives. As a trusted advisor, you’ll partner with C-level executives, guide seamless delivery of business transformation, and foster collaboration with ServiceNow’s teams and strategic partners.

Responsibilities

• Drive Post-Sales Success: Own and lead the customer’s post-sales transformation, aligning ServiceNow’s offerings to customer goals, and bringing relevant industry thought-leadership to the table. Foster strong relationships with C-Level executives to deliver on business outcomes.
• Collaborate Strategically: Partner with Account Executives to create and execute integrated pre- and post-sales strategies, delivering long-term value for both the customer and ServiceNow.
• Mitigate Risks and Drive Value: Proactively identify potential risks to success and work with the customer and internal teams to develop strategies to overcome them, ensuring a smooth path toward value realization.
• Focus on Key Performance Indicators (KPIs): Guide and inspire the Customer Success team to meet critical operational KPIs—adoption, technical health, renewals, customer satisfaction, and expansion.
• Foster Strategic Alignment: Build relationships with ServiceNow leaders and consistently incorporate customer feedback to drive continuous improvement.
• Advocate for Innovation and Continuous Learning: As a strategic thought leader, drive innovative solutions for our customers, looking for opportunities to help them achieve their long-term goals.
• Set Success Metrics and Milestones: Establish clear, measurable success metrics with the customer, and regularly review progress.

Qualifications
We are seeking a highly experienced professional with a strong background in enterprise-level SaaS transformation and strategic advisory. Key requirements include:

• AI Integration & Thought Leadership: Experience leveraging AI to enhance work processes, decision-making, and problem-solving.
• Enterprise SaaS Transformation & Strategic Advisory: Extensive experience leading large-scale digital transformations within SaaS or enterprise software environments.
• C-Level Presence & Relationship Management: Proven ability to engage, influence, and build lasting relationships with senior executives.
• Leadership Expertise: A minimum of 15 years in management consulting, solution consulting, or a leadership role at a top-tier consulting firm.
• Strategic Account Management: Demonstrated success in leading high-impact customer success or consulting teams.
• Business Acumen & Problem-Solving: Ability to identify, analyze, and solve complex business challenges while aligning technology solutions with customer objectives.
• Cross-Functional Leadership: Strong experience working across multiple departments, driving alignment, and managing stakeholders.
• Adaptability & Change Management: Ability to navigate dynamic environments, adjusting strategies as needed.
• Operational & Execution Excellence: Skilled at designing and implementing scalable processes.
• Collaboration & Communication: Exceptional ability to communicate complex ideas clearly and influence stakeholders.
• Customer-Centric Mindset: Deep understanding of customer challenges and needs, focused on delivering value-driven solutions.

This role is ideal for a seasoned strategic advisor who thrives in high-impact environments and has the expertise to guide enterprise customers through digital transformation at scale.

Work Conditions
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.