SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
ServiceNow seeks a Customer Success Executive to lead strategic post-sales activities for the company's most valuable accounts. In this director-level role, you will serve as a trusted advisor to C-level executives, driving long-term customer value, ensuring predictable renewals, and maximizing ServiceNow's impact on customers' business transformation initiatives.
Key Responsibilities:
- Own and lead the customer's post-sales transformation journey, aligning ServiceNow's offerings with customer goals and delivering industry thought leadership.
- Build and maintain strong relationships with C-level executives to ensure delivery on business outcomes.
- Partner with Account Executives to create integrated pre- and post-sales strategies that deliver long-term value.
- Proactively identify and mitigate risks to customer success, developing strategies to overcome obstacles.
- Guide the Customer Success team to meet critical KPIs including adoption, technical health, renewals, customer satisfaction, and expansion opportunities.
- Work closely with customers to align their roadmap and identify new revenue opportunities.
- Establish clear, measurable success metrics and regularly review progress against milestones.
- Foster a culture of innovation and continuous learning, acting as a strategic thought leader.
- Incorporate customer feedback to drive continuous improvement and align business transformation insights with organizational goals.
Requirements:
- Minimum 12 years in management consulting, leadership roles at top-tier consulting firms, solution consulting, or similar positions 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 and aligning solutions 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, including within Fortune 500 enterprises.
- Ability to thrive in rapidly changing environments and adapt strategies to new challenges.
- Ability to create repeatable processes for scalable execution while maintaining hands-on involvement.
- Excellent communication and influencing skills; ability to work effectively 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.
