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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. You will develop and nurture executive relationships with CIOs, CFOs, CHROs, and business unit leaders, building trusted partnerships that drive renewal, expansion, and measurable value realization.
In this role, you will:
- Own the complete post-sales journey—implementation, adoption, and value realization—and be accountable for technical health, renewal, satisfaction, and expansion KPIs
- Develop executive relationships and serve as a peer-level advisor to senior stakeholders
- 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 to ensure seamless delivery
- Adopt 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 efforts
- Build and communicate value stories for your accounts, articulating advisory and platform value
- Champion ServiceNow's best practices and stay current on how AI and agentic capabilities are transforming customer operating models
- Deliver strong customer satisfaction that translates into renewals and expansion
This is a foundational role with clear runway for growth as you build account ownership and executive presence. You will be backed by proven practices from thousands of engagements.
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
- Experience at large India enterprise accounts with solid judgment navigating multiple stakeholders
- Strong command of digital transformation knowledge—design, implementation, and management
- Emerging expertise in at least one industry
- IT, HR, or GBS transformation exposure
- Experience partnering with Big 4 or large SIs in a delivery context
- 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—including AI-powered automation, workflow optimization, and data-driven insights
- Experience critically thinking about how to integrate AI into work processes (may include using AI-powered tools, automating workflows, or analyzing AI-driven insights)
- Prior ServiceNow platform exposure is a strong plus, though fast learning and ability to translate the platform into business language are weighted equally
