Customer Success Executive - Strategic Leader in AI-Enhanced Technology and Enterprise SaaS Transformation

Join the Future of Work with ServiceNow Imagine a world where technology seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. At ServiceNow, we're making this vision a reality. As a global market leader in AI-enhanced technology, we're revolutionizing the way businesses operate. With over 8,100 customers, including 85% of the Fortune 500, we're on a mission to make the world work better for everyone. Are you ready to be part of this journey? About the Role We're seeking a highly experienced Customer Success Executive to lead the strategic execution of post-sales activities within our most valuable accounts. As a trusted advisor, you'll partner with C-level executives to drive business transformation and foster collaboration with ServiceNow's teams and strategic partners. This is a unique opportunity to make a lasting impact on our customers' success and drive long-term value for both the customer and ServiceNow. Key Responsibilities Drive Post-Sales Success: Own and lead the customer's post-sales transformation, aligning ServiceNow's offerings to customer goals, and bringing relevant industry thought-leadership to the table. Foster strong relationships with C-Level executives to deliver on business outcomes. Collaborate Strategically: Partner with Account Executives to create and execute integrated pre- and post-sales strategies, delivering long-term value for both the customer and ServiceNow. Leverage the right resources at the right time to ensure success. Mitigate Risks and Drive Value: Proactively identify potential risks to success and work with the customer and internal teams to develop strategies to overcome them, ensuring a smooth path toward value realization. Focus on Key Performance Indicators (KPIs): Guide and inspire the Customer Success team to meet critical operational KPIs—adoption, technical health, renewals, customer satisfaction, and expansion. Work closely with customers to align their roadmap and drive new revenue opportunities. Foster Strategic Alignment: Build relationships with ServiceNow leaders and consistently incorporate customer feedback to drive continuous improvement. Align business transformation insights with organizational goals to ensure long-term success. Advocate for Innovation and Continuous Learning: As a strategic thought leader, drive innovative solutions for our customers, always looking for opportunities to help them achieve their long-term goals. Foster a culture of agility and calculated risk-taking within the team. Set Success Metrics and Milestones: Establish clear, measurable success metrics with the customer, and regularly review progress. Refine business transformation plans as needed to ensure milestones are met and value is realized. Qualifications We're looking for a seasoned strategic advisor with a strong background in enterprise-level SaaS transformation and strategic advisory to guide our customers in their digital transformation journey. The ideal candidate will have deep expertise in technology-enabled business transformations, coupled with a proven ability to advise at the executive level. Essential Qualifications AI Integration & Thought Leadership: Experience leveraging AI to enhance work processes, decision-making, and problem-solving, including AI-powered automation, workflow optimization, and data-driven insights. Enterprise SaaS Transformation & Strategic Advisory: Extensive experience leading large-scale digital transformations within SaaS or enterprise software environments. C-Level Presence & Relationship Management: Proven ability to engage, influence, and build lasting relationships with senior executives, including within some of the world’s largest enterprises. Leadership Expertise: A minimum of 15 years in management consulting, solution consulting, or a leadership role at a top-tier consulting firm, with a strong track record of exceeding business objectives. Strategic Account Management: Demonstrated success in leading high-impact customer success or consulting teams and managing complex, strategic accounts. Business Acumen & Problem-Solving: Ability to identify, analyze, and solve complex business challenges while aligning technology solutions with customer objectives. Cross-Functional Leadership: Strong experience working across multiple departments, driving alignment, and managing stakeholders in large, matrixed organizations. Adaptability & Change Management: Ability to navigate dynamic environments, adjusting strategies to meet evolving customer and business needs. Operational & Execution Excellence: Skilled at designing and implementing scalable, repeatable processes while maintaining a hands-on approach to drive successful execution. Collaboration & Communication: Exceptional ability to communicate complex ideas clearly, foster collaboration across teams, and influence stakeholders at all levels. Customer-Centric Mindset: Deep understanding of customer challenges, needs, and motivations, with a focus on delivering value-driven solutions and ensuring long-term success. What We Offer At ServiceNow, we're committed to creating a work environment that's inclusive, flexible, and supportive. Here are just a few benefits you can expect: Competitive Compensation: We offer a comprehensive compensation package that includes a competitive salary, bonus opportunities, and equity. Career Growth Opportunities: We're committed to helping our employees grow and develop their skills. With a wide range of training programs, mentorship opportunities, and career paths, you'll have the support you need to succeed. Flexible Work Arrangements: We understand that work-life balance is important. That's why we offer flexible work arrangements, including remote work options, flexible hours, and compressed workweeks. Learning Benefits: We're dedicated to helping our employees learn and grow. With access to cutting-edge technology, training programs, and mentorship opportunities, you'll have the resources you need to stay ahead of the curve. Inclusive Culture: We strive to create an inclusive work environment that's welcoming to everyone. With employee resource groups, diversity and inclusion initiatives, and a culture of respect and empathy, you'll feel valued and supported. Why Join ServiceNow? At ServiceNow, we're on a mission to make the world work better for everyone. We're passionate about using technology to drive innovation, efficiency, and growth. Here are just a few reasons why you should join us: Global Impact: With over 8,100 customers, including 85% of the Fortune 500, we're making a significant impact on the global economy. Innovative Culture: We're a company that's always pushing the boundaries of what's possible. With a culture of innovation and experimentation, you'll have the freedom to try new things and make a real difference. Collaborative Environment: We believe that collaboration is key to success. With a culture of openness, transparency, and respect, you'll have the support you need to thrive. Professional Development: We're committed to helping our employees grow and develop their skills. With a wide range of training programs, mentorship opportunities, and career paths, you'll have the resources you need to succeed. How to Apply If you're a seasoned strategic advisor with a passion for driving business transformation and growth, we want to hear from you. Please submit your application, including your resume and a cover letter, to [globaltalentss@servicenow.com](mailto:globaltalentss@servicenow.com). We can't wait to learn more about your skills and experience! Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [globaltalentss@servicenow.com](mailto:globaltalentss@servicenow.com) for assistance. Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U. S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. Apply for this job