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ServiceNow is seeking a Customer Success Executive to own post-sales outcomes across the full customer lifecycle for large enterprise accounts in India. This role bridges the gap between customer ambition and ServiceNow's platform capabilities, requiring someone who can walk into a boardroom with C-suite executives and be treated as a peer.
Key Responsibilities:
- Develop and nurture executive relationships with CIOs, CFOs, CHROs, and business unit leaders, building trust over time
- Own the complete post-sales journey: implementation, adoption, and value realization
- Be accountable for critical KPIs: technical health, renewal, satisfaction, and expansion
- Translate customer goals into platform roadmaps tied to measurable business outcomes
- Set clear success metrics with customers, track progress, and refine plans as priorities shift
- Coordinate co-delivery models across ServiceNow, GSIs, and SI partners for seamless customer experience
- Apply discovery-first mindset—ask the right questions before proposing solutions
- Contribute to implementation and readiness strategies that accelerate time-to-value
- Support delivery governance on multi-track programs, including organizational change efforts
- Build and communicate value stories for accounts, speaking to advisory and platform value
- Champion ServiceNow best practices and stay current on AI and agentic capabilities
- Drive strong customer satisfaction that translates to renewals and expansion
Requirements:
- 8–12 years in professional services or consulting, ideally with technology-enabled transformation exposure (Digital/SaaS/Enterprise Software)
- Experience working with or supporting CxO-level stakeholders, with demonstrated poise to own those relationships directly
- Experience at large India enterprise accounts with solid judgment navigating multiple stakeholders
- Strong knowledge of digital transformation—design, implementation, and management
- Emerging expertise in at least one industry
- IT, HR, or GBS transformation exposure
- Experience partnering with Big 4 or large system integrators in delivery contexts
- 2–5 years on large, multi-tracked programs, ideally including organizational change management
- Experience leveraging AI to enhance work processes, decision-making, and problem-solving (AI-powered automation, workflow optimization, data-driven insights)
- Experience integrating or critically thinking about AI in work processes
- Prior ServiceNow platform exposure is a strong plus, though fast learning and ability to translate platform into business language are weighted equally
