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ServiceNow seeks a Customer Success Executive to lead post-sales strategy and execution for the company's most valuable accounts in the Middle East region, based in Riyadh with frequent travel to Kuwait.
In this role, you will own the customer's post-sales transformation journey, acting as a trusted advisor to C-level executives. You'll align ServiceNow's offerings with customer business goals, partner with Account Executives on integrated pre- and post-sales strategies, and drive long-term value realization. Key responsibilities include:
• Leading the Customer Success team to meet critical operational KPIs: adoption, technical health, renewals, customer satisfaction, and expansion opportunities
• Proactively identifying and mitigating risks to customer success, developing strategies to overcome obstacles
• Building strategic relationships with ServiceNow leaders and C-level customer executives to ensure alignment on business transformation initiatives
• Establishing clear success metrics and milestones with customers, regularly reviewing progress and refining plans
• Driving innovation and continuous improvement by incorporating customer feedback and exploring AI-driven solutions
• Fostering collaboration across cross-functional teams and ServiceNow's strategic partners
• Leveraging industry thought leadership to guide customers through digital business transformation
You will work in a complex, matrixed environment managing large-scale strategic accounts and delivering scalable, repeatable success. The role requires deep customer focus, executive presence, and the ability to thrive in rapidly changing environments.
REQUIREMENTS:
• Minimum 12 years 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 aligned with customer objectives
• History of working across multiple functions and driving alignment in large, matrixed environments
• Strong experience building relationships and influencing C-level business leaders, including within Fortune 500 enterprises
• Experience in delivery and understanding large-scale implementations in the public sector
• Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
• Excellent communication and collaboration skills across global organizations
• Ability to adapt strategies to new challenges and opportunities
• Ability to create repeatable processes for scalable execution while maintaining hands-on involvement
• Deep understanding of customer needs, challenges, and motivations
• MANDATORY: Arabic language proficiency
• Frequent travel to/from Kuwait required due to client needs
