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ServiceNow is seeking a Customer Success Executive to lead strategic post-sales activities and drive long-term value for the company's most important accounts. In this director-level role, you will serve as a trusted advisor to C-level executives, guiding seamless delivery of business transformation initiatives and fostering collaboration across ServiceNow's teams and strategic partners.
Key Responsibilities:
- Own and lead the customer's post-sales transformation journey, aligning ServiceNow's offerings with customer goals and delivering industry thought leadership
- Build and maintain strong relationships with C-level executives to ensure delivery on business outcomes
- Partner with Account Executives to create integrated pre- and post-sales strategies that deliver long-term value
- Proactively identify and mitigate risks to customer success, developing strategies to overcome obstacles
- Guide the Customer Success team to meet critical KPIs including adoption, technical health, renewals, customer satisfaction, and expansion opportunities
- Work closely with customers to align their roadmap and identify new revenue opportunities
- Establish clear, measurable success metrics and milestones with customers, regularly reviewing progress
- Serve as a strategic thought leader, driving innovative solutions and fostering a culture of agility and calculated risk-taking
- Incorporate customer feedback to drive continuous improvement and align business transformation insights with organizational goals
Requirements:
- Minimum 12 years of experience in management consulting, solution consulting, or leadership roles focused on technology-enabled business transformations (Digital/SaaS/Enterprise Software)
- BA/BS degree required; Master's degree preferred
- Demonstrated success running large-scale strategic accounts and exceeding business objectives
- Proven track record building and leading high-performing Customer Success or Consulting teams
- Strong experience identifying and solving complex business problems and aligning solutions with customer objectives
- History of working across multiple functions and driving alignment in large, matrixed environments
- Strong experience building relationships with C-level business leaders at major enterprises
- Ability to thrive in rapidly changing environments and adapt strategies to new challenges
- Excellent execution focus with ability to create repeatable, scalable processes while maintaining hands-on involvement
- Strong communication and collaboration skills across global organizations
- Deep understanding of customer needs, challenges, and motivations
- Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
