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ServiceNow seeks a Customer Success Executive to lead strategic post-sales activities for the company's most valuable accounts. You will serve as a trusted advisor to C-level executives, driving long-term customer value, ensuring predictable renewals, and maximizing ServiceNow's impact on customers' business transformation initiatives.
Key Responsibilities:
- Own and lead the customer's post-sales transformation journey, 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
- Proactively identify and mitigate risks to success, working with customers and internal teams to overcome obstacles
- Guide the Customer Success team to meet critical KPIs: adoption, technical health, renewals, customer satisfaction, and expansion
- Build strategic relationships with ServiceNow leaders and incorporate customer feedback to drive continuous improvement
- Act as a strategic thought leader, driving innovative solutions and fostering a culture of agility and calculated risk-taking
- Establish clear success metrics and milestones with customers, regularly reviewing progress and refining transformation plans
Requirements:
- Minimum 12 years in management consulting, leadership roles at top-tier consulting firms, solution consulting, or similar positions 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, 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, including within Fortune 500 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
