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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 across customer business transformation initiatives.
Key Responsibilities:
- Own and lead the customer's post-sales transformation journey, aligning ServiceNow offerings to customer goals and delivering C-level executive advisory services
- Partner with Account Executives to create integrated pre- and post-sales strategies that deliver long-term value for both customer and ServiceNow
- Proactively identify and mitigate risks to customer success, developing strategies to overcome obstacles and ensure smooth value realization
- Guide and inspire the Customer Success team to meet critical KPIs including adoption, technical health, renewals, customer satisfaction, and expansion opportunities
- 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
The ideal candidate will be a trusted advisor to C-level executives with extensive experience leading large-scale digital business transformations. You will demonstrate expertise in governance, strategy, and cross-functional execution, with a proven track record of delivering scalable, repeatable success in complex, dynamic enterprise environments.
Requirements:
- Minimum 12 years in management consulting, solution consulting, or leadership roles at top-tier consulting firms 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 processes for scalable delivery while maintaining hands-on involvement
- Excellent communication and influencing 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
