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ServiceNow is seeking a Customer Success Executive to lead post-sales strategy and execution for the company's most valuable accounts. This is a director-level role accountable for driving long-term customer value, ensuring predictable renewals, and maximizing ServiceNow's impact on customer business transformation initiatives.
Key Responsibilities:
- Own and lead the customer's post-sales transformation journey, aligning ServiceNow's offerings with customer goals and delivering industry thought leadership
- Build and maintain trusted advisor relationships with C-level executives, guiding seamless delivery of business transformation
- Partner with Account Executives to create integrated pre- and post-sales strategies that deliver long-term value
- Proactively identify and mitigate risks to customer success, developing strategies to overcome obstacles
- Guide the Customer Success team to meet critical KPIs including adoption, technical health, renewals, customer satisfaction, and expansion opportunities
- Work with customers to align their roadmap and identify new revenue opportunities
- Foster strategic alignment between customer feedback and ServiceNow's innovation roadmap
- Establish clear success metrics and milestones with customers, regularly reviewing progress and refining transformation plans
- Drive a culture of agility, calculated risk-taking, and continuous learning within the team
The ideal candidate will be a strategic thought leader with extensive experience leading large-scale digital business transformations at enterprise scale. You will act as a trusted advisor to both internal and C-level customer executives, with deep expertise in governance, strategy, and cross-functional execution.
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 with C-level business leaders in Fortune 500 enterprises
- Ability to thrive in rapidly changing environments and adapt strategies to new challenges
- Execution focus with ability to create repeatable, scalable processes while maintaining hands-on involvement
- Excellent 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
