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ServiceNow seeks a Customer Success Executive to lead strategic post-sales adoption and success activities for the company's most valuable accounts. This role is accountable for driving long-term customer value, accelerating their journey to success, ensuring predictable renewals, and maximizing ServiceNow's impact across their business transformation initiatives.
You will act as a trusted advisor to C-level executives, guiding seamless delivery of business transformation and fostering collaboration between customers and ServiceNow's teams. The role requires enough technical depth to hold credible conversations on platform architecture, governance, and delivery practices.
Key responsibilities include:
- Owning and leading the customer's post-sales transformation, aligning ServiceNow offerings to customer goals and delivering industry thought-leadership
- Partnering with Account Executives to create integrated pre- and post-sales strategies that deliver long-term value
- Driving expansion of ServiceNow's footprint through premium paid Impact Total, Guided Plus, and Expert Services offerings
- Proactively identifying and mitigating risks to success, developing strategies to overcome obstacles
- Overseeing governance and platform health, advising on the customer's ServiceNow operating model and required roles
- Guiding the Customer Success team to meet critical KPIs: adoption, technical health, renewals, customer satisfaction, and expansion
- Grounding adoption conversations in how the platform delivers work at the process level, including integrations and automation
- Building relationships with ServiceNow leaders and incorporating customer feedback to drive continuous improvement
- Driving innovative solutions and fostering a culture of agility and calculated risk-taking
- Establishing clear, measurable success metrics with customers and regularly reviewing progress
Requirements:
- Minimum 12 years in management consulting, leadership roles at top-tier consulting firms, program director, platform delivery, or transformation lead positions focused on technology-enabled business transformation (Digital/SaaS/Enterprise Software)
- Bachelor's degree required; Master's degree preferred
- Demonstrated success running large-scale, strategic account transformations and exceeding business objectives
- Proven track record building and leading high-performing Customer Success or Consulting teams
- Comfortable working independently, navigating ambiguity, and turning chaos into organized, structured governance
- Experience in a ServiceNow implementation leadership role (Program Manager, Scrum Master, or equivalent) highly regarded
- Strong understanding of tech debt, instance strategy, development standards, and CSDM; must hold or attain ServiceNow Certified Technical Architect certification within 4 months of joining
- Understanding of critical roles in SaaS platform operating models
- Solid understanding of ServiceNow's core business, key technology workflows at the process level, and ITIL best practices
- Understanding of APIs, integrations, automation, and their relevance to SaaS platforms
- Experience with microservices, Docker/containerization, and cloud vs. on-premise architecture considerations
- AI adept with ability to drive AI adoption and consumption from ServiceNow AI native and NowAssist offerings; experience with AI Control Tower preferred
- Excellent written and verbal communication skills; ability to influence and read the room for strong governance and executive communications
- Strong business acumen in identifying and solving complex problems, aligning solutions with customer objectives
- History of working across multiple functions and driving alignment in large, matrixed environments
