Customer Success Executive

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Additional Information

The Customer Success Executive is responsible for providing strategic leadership and driving the execution of post-sales activities across our most valuable accounts within the Enterprise, Industries, and Commercial sectors. This position plays a crucial role in driving ServiceNow's long-term value by accelerating customers' journey to success, ensuring predictable renewals, and maximizing the impact of ServiceNow across their business transformation initiatives. As a trusted advisor, you'll partner with C-level executives, guide seamless delivery of business transformation, and foster collaboration with ServiceNow's teams and strategic partners. What You Get to Do in This Role: 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 Ideal Candidate: We are seeking a highly experienced professional 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. Key Requirements: 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 10+ 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. This role is ideal for a seasoned strategic advisor who thrives in high-impact environments and has the expertise to guide enterprise customers through digital transformation at scale. Work Personas We a

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