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ServiceNow is seeking a Customer Success Executive for Strategic Accounts based in Mumbai to own post-sales outcomes across the full customer lifecycle for large enterprise accounts in India. This is a foundational role with clear growth potential, focused on building executive relationships and driving customer value realization.
In this role, you will develop and nurture executive relationships with CIOs, CFOs, CHROs, and business unit leaders, treating them as peers and building trust over time. You own the customer's post-sales journey end-to-end—implementation, adoption, and value realization—and are accountable for technical health, renewal, satisfaction, and expansion metrics. You will translate customer goals into platform roadmaps tied to measurable business outcomes, set clear success metrics, and track progress as priorities evolve.
You'll support and coordinate co-delivery models across ServiceNow, GSIs, and SI partners to ensure seamless delivery. You bring a discovery-first mindset, asking the right questions before proposing solutions and knowing when to engage accelerators, advisory sessions, or expert services. You contribute to implementation and readiness strategies that shorten time-to-value and support delivery governance on multi-track programs, including organizational change efforts.
You help build and communicate the value story for your accounts, speaking to advisory and platform value beyond professional services ROI. You champion ServiceNow's best practices and stay current on how AI and agentic capabilities are changing customer operating models. Success is measured by strong customer satisfaction that translates into renewals and expansion.
Requirements:
- 8–12 years in professional services or consulting, ideally with exposure to technology-enabled transformation (Digital/SaaS/Enterprise Software)
- Experience working with or supporting CxO-level stakeholders, with the poise to grow into owning those relationships directly
- Experience at large India enterprise accounts with solid judgment navigating multiple stakeholders
- Strong command of digital transformation knowledge—design, implementation, and management
- Emerging expertise in one industry
- IT, HR, or GBS transformation exposure
- Experience partnering with Big 4 or large SIs in a delivery context
- 2–5 years on large, multi-tracked programs, ideally including organizational change management
- Experience leveraging AI to enhance work processes, decision-making, and problem-solving—including AI-powered automation, workflow optimization, and data-driven insights
- Prior ServiceNow platform exposure is a strong plus; fast learning and ability to translate the platform into business language are weighted equally
