Customer Success Executive

ServiceNow • Chicago, IL

74d

About The Position

The Customer Success Executive is accountable for the strategic leadership and execution of post-sales 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.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• Educational Background: BA/BS 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, solution consulting, or similar positions focused on technology-enabled business transformations.
• Leadership Expertise: Demonstrated success in running large-scale, strategic accounts and exceeding business objectives.
• Business Acumen: Strong experience in identifying and solving complex business problems and aligning solutions with customer business objectives.
• 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.
• Adaptability: Ability to thrive in rapidly changing environments, adapting strategies to new challenges and opportunities.
• Execution Focus: Ability to create repeatable processes for scalable execution while maintaining a hands-on approach.
• Collaboration and Communication: Excellent communicator and influencer, with the ability to work effectively across a global organization.
• Customer Focus: Deep understanding of customer needs, challenges, and motivations.

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.
• 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.
• 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.
• 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.
• Foster Strategic Alignment: Build relationships with ServiceNow leaders and consistently incorporate customer feedback to drive continuous improvement.
• Advocate for Innovation and Continuous Learning: Drive innovative solutions for our customers, always looking for opportunities to help them achieve their long-term goals.
• Set Success Metrics and Milestones: Establish clear, measurable success metrics with the customer, and regularly review progress.

What This Job Offers

• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees