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Salary: USD 148,400 - 231,900 / annual
ServiceNow seeks a Customer Success Executive to lead strategic post-sales activities for the company's most valuable federal accounts. This is a director-level role accountable for driving long-term customer value, ensuring predictable renewals, and maximizing ServiceNow's impact on customer business transformation initiatives.
You will serve as a trusted advisor to C-level and senior executives, partnering to guide seamless delivery of business transformation and foster collaboration across ServiceNow's teams and strategic partners. Key responsibilities include:
• Own and lead the customer's post-sales transformation, aligning ServiceNow offerings to customer goals and delivering industry thought leadership to C-level stakeholders
• Partner 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: adoption, technical health, renewals, customer satisfaction, and expansion
• Build relationships with ServiceNow leaders and incorporate customer feedback to drive continuous improvement
• Establish clear success metrics and milestones with customers, regularly reviewing progress and refining transformation plans
• Drive innovative solutions and foster a culture of agility and calculated risk-taking
This role requires extensive experience leading large-scale digital business transformations, acting as a trusted advisor to C-level executives, and delivering scalable, repeatable success in complex, dynamic environments.
REQUIREMENTS:
• Minimum 12 years in management consulting, leadership, solution consulting, or similar roles focused on technology-enabled business transformations (Digital/SaaS/Enterprise Software)
• BA/BS required; Master's degree preferred
• Experience leveraging or critically thinking about AI integration into work processes, decision-making, or problem-solving
• Experience supporting or working with U.S. Federal customers (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
• 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 approach
• Excellent communication and influencing skills; ability to work effectively across global organization
• Deep understanding of customer needs, challenges, and motivations
