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Salary: USD 148,000 - 231,000 / annual
ServiceNow seeks a Customer Success Executive to lead strategic post-sales activities for the company's most valuable accounts. This role is accountable for driving long-term customer value, accelerating customers' journeys to success, ensuring predictable renewals, and maximizing ServiceNow's impact across their business transformation initiatives.
Key Responsibilities:
- Own and lead the customer's post-sales transformation by aligning ServiceNow offerings with customer goals and bringing relevant industry thought leadership to engagements
- Foster strong relationships with C-level executives to deliver measurable business outcomes
- Partner with Account Executives to create and execute integrated pre- and post-sales strategies that deliver long-term value
- Orchestrate the right resources at the right time to ensure customer success
- Proactively identify risks to customer success and develop mitigation strategies with customers, internal teams, and strategic partners
- Guide and inspire the Customer Success team to achieve critical operational KPIs including adoption, technical health, renewals, customer satisfaction, and expansion
- Work closely with customers to align their roadmaps, establish measurable success criteria, and identify new revenue opportunities
- Build relationships with ServiceNow leaders and consistently incorporate customer feedback to drive continuous improvement
- Serve as a strategic thought leader by advancing innovative solutions that help customers achieve long-term goals
- Foster a culture of agility, continuous learning, and calculated risk-taking across the team
Requirements:
- BA/BS degree or equivalent experience required
- Minimum 12 years of experience in management consulting, industry leadership, solution consulting, or comparable role focused on technology-enabled business transformation within banking, financial services, digital, SaaS, or enterprise software
- Strong experience building trusted relationships with C-level business and technology leaders, including leaders within regulated banking or financial services environments
- Demonstrated success leading large-scale strategic accounts and exceeding business objectives, with proven track record of building and leading high-performing Customer Success or Consulting teams
- Strong experience identifying and solving complex business problems and aligning solutions with customer business objectives and measurable outcomes
- History of working across multiple functions and driving alignment in large, matrixed environments
- Experience working within a regulated banking or financial services environment
- Experience advising customers on integrating AI into business processes, decision-making, and problem-solving
- Ability to thrive in rapidly changing environments and adapt strategies to new challenges and opportunities
- Ability to create repeatable processes for scalable execution while maintaining a hands-on approach
- Excellent communicator and influencer with ability to work effectively across a global organization
- Deep understanding of customer needs, challenges, and motivations
- Preferred: ServiceNow platform experience and relevant ServiceNow certifications
- Knowledge of adoption, value realization, organizational change management, and customer success methodologies
- Experience orchestrating cross-functional teams, strategic partners, and customer stakeholders in large, matrixed environments
- Ability to translate complex business and technology topics into clear, outcome-focused executive narratives
- Strong executive communication, facilitation, presentation, storytelling, negotiation, and influencing skills
- Demonstrated experience developing enterprise strategies, workforce and staffing strategies, governance frameworks, and operating models
