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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 drive adoption, technical health, renewals, and customer satisfaction while identifying expansion opportunities. Key responsibilities include:
- Leading post-sales success by aligning ServiceNow's offerings with customer business goals and delivering industry thought leadership
- Partnering with Account Executives to create integrated pre- and post-sales strategies that deliver long-term value
- Proactively identifying and mitigating risks to success through collaborative problem-solving with customers and internal teams
- Guiding the Customer Success team to meet critical KPIs: adoption, technical health, renewals, customer satisfaction, and expansion
- Building strategic relationships with ServiceNow leaders and incorporating customer feedback to drive continuous improvement
- Establishing clear success metrics and milestones with customers, regularly reviewing progress and refining transformation plans
- Serving as a strategic thought leader, driving innovative solutions and fostering a culture of agility and calculated risk-taking
You'll work in a complex, matrixed environment, collaborating across multiple functions and driving alignment at scale. The ideal candidate brings extensive experience leading large-scale digital business transformations and acting as a trusted advisor to C-level executives at Fortune 500 companies.
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 of 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
- Ability to thrive in rapidly changing environments and adapt strategies to new challenges
- Excellent communication and collaboration skills across global organizations
- Deep understanding of customer needs, challenges, and motivations
- Fluent in Arabic (mandatory)
- Willingness to travel frequently to/from Kuwait
