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ServiceNow seeks a Customer Success Executive to lead strategic post-sales adoption and success activities for the company's most valuable accounts. This role is accountable for driving long-term customer value, accelerating customers' transformation journeys, ensuring predictable renewals, and maximizing ServiceNow's impact across their business initiatives.
You will act as a trusted advisor to C-level executives, guiding seamless delivery of business transformation and fostering collaboration across ServiceNow's teams and strategic partners. The role requires sufficient technical depth to hold credible conversations on platform architecture, governance, and delivery practices.
Key Responsibilities:
- Own and lead the customer's post-sales transformation, aligning ServiceNow offerings to customer goals and delivering industry thought leadership
- Partner with Account Executives to create integrated pre- and post-sales strategies that deliver long-term value
- Drive expansion of ServiceNow's footprint through premium paid offerings (Impact Total, Guided Plus, Expert Services)
- Proactively identify and mitigate risks to success, developing strategies to overcome obstacles
- Oversee governance and platform health, advising on customer ServiceNow operating models and required roles
- Guide the Customer Success team to meet critical KPIs: adoption, technical health, renewals, customer satisfaction, and expansion
- Ground adoption conversations in how the platform delivers work at the process level, including integrations and automation
- Build relationships with ServiceNow leaders and incorporate customer feedback to drive continuous improvement
- Drive innovative solutions and foster a culture of agility and calculated risk-taking
- Establish clear success metrics and milestones with customers, regularly reviewing progress
Requirements:
- Minimum 12 years in management consulting, leadership roles at top-tier consulting firms, program director, platform delivery, or transformation lead positions focused on technology-enabled business transformation (Digital/SaaS/Enterprise Software)
- Bachelor's degree required; Master's degree preferred
- Demonstrated success running large-scale, strategic account transformations and exceeding business objectives
- Proven track record building and leading high-performing Customer Success or Consulting teams
- Comfortable working independently, navigating ambiguity, and turning chaos into organized governance
- ServiceNow delivery experience in a leadership role (Program Manager, Scrum Master, or equivalent) highly regarded
- AI adept with ability to drive AI adoption and consumption from ServiceNow AI native and NowAssist offerings; experience with AI Control Tower preferred
- Strong understanding of tech debt, instance strategy, development standards, and CSDM
- Must hold or attain ServiceNow Certified Technical Architect certification within 4 months of joining
- Understanding of SaaS platform operating models and critical roles
- Solid understanding of ServiceNow's core business, key technology workflows, and ITIL best practices
- Understanding of APIs, integrations, automation, and their relevance to SaaS platforms
- Experience with microservices, Docker/containerization, and cloud vs. on-premise architecture considerations
- Excellent written and verbal communication skills; ability to influence and read the room for strong governance and executive communications
- Strong experience identifying and solving complex business problems, 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 in large enterprises
- Ability to create repeatable processes for scalable execution while maintaining hands-on approach
