Customer Success Executive

ServiceNow • Chicago, IL

85d

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

• Extensive experience leading large-scale digital business transformations.
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• BA/BS or equivalent required, Master’s degree preferred.
• 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.
• Demonstrated success in running large-scale, strategic accounts and exceeding business objectives.
• Strong experience in identifying and solving complex business problems and aligning solutions with customer business objectives.
• A 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, adapting strategies to new challenges and opportunities.
• Ability to create repeatable processes for scalable execution while maintaining a hands-on approach.
• Excellent communicator and influencer, with the ability to work effectively across a global organization.
• Deep understanding of customer needs, challenges, and motivations.

Responsibilities

• 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.
• Partner with Account Executives to create and execute integrated pre- and post-sales strategies, delivering long-term value for both the customer and ServiceNow.
• Proactively identify potential risks to success and work with the customer and internal teams to develop strategies to overcome them.
• Guide and inspire the Customer Success team to meet critical operational KPIs—adoption, technical health, renewals, customer satisfaction, and expansion.
• Build relationships with ServiceNow leaders and consistently incorporate customer feedback to drive continuous improvement.
• Drive innovative solutions for our customers, always looking for opportunities to help them achieve their long-term goals.
• Establish clear, measurable success metrics with the customer, and regularly review progress.

What This Job Offers

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