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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 operate as a peer to C-suite executives (CIO, CFO, CHRO) and drive measurable business value.
Key Responsibilities:
- Develop and nurture executive relationships with senior stakeholders, building trust and business fluency over time
- Own the complete post-sales journey: implementation, adoption, and value realization
- Translate customer goals into platform roadmaps tied to measurable business outcomes
- Set clear success metrics, track progress, and refine plans as priorities shift
- Coordinate co-delivery models across ServiceNow, GSIs, and SI partners to ensure seamless execution
- Apply a discovery-first mindset, asking 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 initiatives
- Build and communicate value stories that address advisory and platform value, not just professional services ROI
- Champion ServiceNow best practices and stay current on how AI and agentic capabilities are reshaping customer operating models
- Drive strong customer satisfaction outcomes that translate to renewals and expansion
Requirements:
- 8–12 years in professional services or consulting, ideally with exposure to technology-enabled transformation (Digital/SaaS/Enterprise Software)
- Experience working with or supporting CxO-level stakeholders, with demonstrated poise to own those relationships directly
- Track record with large India enterprise accounts and solid judgment navigating multiple stakeholders
- Strong command of digital transformation knowledge (design, implementation, management)
- 2–5 years of experience on large, multi-tracked programs, ideally including organizational change management
- Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving (AI-powered tools, workflow automation, AI-driven insights)
- IT, HR, or GBS transformation exposure
- Experience partnering with Big 4 or large system integrators in a delivery context
- Emerging expertise in at least one industry
- Prior ServiceNow platform exposure is a strong plus, though fast learning and ability to translate platform capabilities into business language are weighted equally
