Customer Success Executive

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

The Customer Success Executive is accountable for the strategic leadership and execution of post-sales adoption and success activities within our most valuable accounts. 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 — with enough technical depth to hold credible conversations on platform architecture, governance and delivery practice.

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, drawing on both the strategic and technical roles within Impact to deliver on outcomes for the customer.
• Grow the Post-Sales Business: Work as an impeccable collaborator, driving the expansion of our largest customer ServiceNow footprint through our premium paid Impact Total, Guided Plus and Expert Services offerings.
• 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.
• Oversee Governance and Platform Health: Hold the customer accountable for strategic governance, and contribute to technical governance - governance interaction models, COEI design and delivery, importance of managing tech debt / instance strategy / development standards / adoption of CSDM. Advise on the customer’s ServiceNow operating model and the roles required to sustain it.
• 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.
• Connect Platform to Process: Ground adoption conversations in how the platform delivers the work — core technology workflows at the process level, integrations and automation across the customer’s estate, and the architectural choices behind them.
• 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.

The ideal candidate will have extensive experience leading large-scale digital business transformations, acting as a trusted advisor to both internal and C-level customer executives. You will be an expert in governance, strategy, value alignment and execution across cross-functional teams and have a track record of delivering scalable, repeatable success. Your passion for driving customer success at an enterprise scale and your ability to work in complex, dynamic environments will be key to your success in this role.

To be successful in this role, you will need:

• AI Adept and Technically Strong. Ability to drive AI adoption, consumption and customer business outcomes from ServiceNow AI native and NowAssist offerings. Ensures strong customer AI Governance and Security Best Practices whilst using the ServiceNow AI Platform (e.g. experience with AI Control Tower)
• Educational Background: Bachelor’s or equivalent required, Master’s degree preferred.
• Experience: A minimum of 12 years in a management consulting or leadership role at a top-tier consulting firm, program director, platform delivery or transformation lead, or similar positions focused on technology-enabled business transformation (Digital/SaaS/Enterprise Software).
• Transformational Leadership Expertise: Demonstrated success in running large-scale, strategic accounts transformation and exceeding business objectives. Proven track record in building and leading high-performing Customer Success or Consulting teams.
• Thrive in Ambiguous Environments: Comfortable working independently, navigating ambiguity and turning chaos into organized, structured governance. Also capable of context-switching, maintaining strategic roadmap alignment while deep-diving on business-critical issues and managing complex escalations in parallel.
• ServiceNow Delivery Experience: Experience inside a ServiceNow implementation in a leadership role - Program Manager, Scrum Master or equivalent - will be highly regarded.
• Technical Capability & Certification: Strong understanding of tech debt, instance strategy, development standards, and the importance of CSDM to ServiceNow. Already holds or will to attain the ServiceNow Certified Technical Architect in less than 4 months upon joining.
• Operating Models: Understanding of the critical roles in a SaaS platform operating model and why they are important.
• Platform and Process Depth: Solid understanding of ServiceNow’s core business, including key technology workflows at the process level, and relevance of ITIL best practices to same.
• Integration and Automation Literacy: Understanding of APIs, integrations and automation, and their relevance specifically to SaaS platforms.
• Architecture Awareness: Experience with microservices, understanding of Docker / containerization and why important vs. monolith, as well as the pros and cons of cloud vs. on-premise
• Collaboration and Communication: Excellent written/verbal communicator and influencer, with the ability to work effectively across a global organization and foster collaboration at all levels. Commands and able to read the room to drive strong governance and exec communications
• Business Acumen: Strong experience in identifying and solving complex business problems and aligning solutions with customer business objectives and target outcomes
• Cross-Functional Leadership: A history of working across multiple functions and driving alignment in large, matrixed environments.
• C-Level Relationships: Strong experience building relationships with C-level business leaders, including within some of the world’s largest enterprises.
• Execution Focus: Ability to create repeatable processes for scalable execution while maintaining a hands-on approach to ensure critical tasks are completed efficiently.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity,  veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.  

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 [email protected] 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. 

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