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Salary: USD 148,400 - 231,900 / annual
ServiceNow seeks a Customer Success Executive to lead strategic post-sales activities and drive long-term value for the company's most important accounts. You will serve as a trusted advisor to C-level and senior executives, guiding seamless delivery of business transformation initiatives and fostering collaboration across ServiceNow's teams and strategic partners.
Key Responsibilities:
- Own and lead the customer's post-sales transformation journey, aligning ServiceNow's platform offerings to customer goals and delivering industry thought leadership
- Build and maintain strong relationships with C-level executives, communicating platform value and ensuring delivery on business outcomes
- Partner strategically with Account Executives to create integrated pre- and post-sales strategies that deliver long-term value for both customer and ServiceNow
- Proactively identify risks to success and develop mitigation strategies with customers and internal teams
- Guide the Customer Success team to meet critical KPIs including adoption, technical health, renewals, customer satisfaction, and expansion opportunities
- Establish clear success metrics and milestones with customers, regularly reviewing progress and refining transformation plans
- Drive innovation and continuous improvement by incorporating customer feedback and fostering a culture of agility
- Work across matrixed, global environments to align business transformation insights with organizational goals
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, aligning solutions with customer objectives
- History of working across multiple functions and driving alignment in large, matrixed environments
- Extensive experience building relationships with C-level business leaders
- Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
- Excellent communication and influencing skills with ability to work effectively across global organizations
- Deep understanding of customer needs, challenges, and motivations
- Ability to thrive in rapidly changing environments and adapt strategies to new challenges
- Strong execution focus with ability to create repeatable, scalable processes while maintaining hands-on involvement
