Customer Success Executive - HC/LS

ServiceNow•Addison, TX

About The Position

The Customer Success Executive provides strategic leadership and execution of post-sales activities within ServiceNow’s most valuable accounts. The role accelerates customers’ journeys to success, supports predictable renewals, and maximizes the impact of ServiceNow across business transformation initiatives. As a trusted advisor, the executive partners with C-level leaders, guides delivery of business transformation, and fosters collaboration with ServiceNow teams and strategic partners. The role leads customer post-sales transformation in alignment with customer goals, partners with Account Executives on integrated pre- and post-sales strategies, identifies and mitigates risks, and helps customers realize value. It guides the Customer Success team toward operational KPIs such as adoption, technical health, renewals, customer satisfaction, and expansion. The executive establishes measurable success metrics and milestones, aligns transformation plans with organizational goals, drives innovation and continuous learning, and uses customer feedback to support improvement.

Requirements

At least 12 years of experience in management consulting or a leadership role at a top-tier consulting firm, solution consulting, or similar positions focused on technology-enabled business transformations such as digital, SaaS, or enterprise software.
Experience leading large-scale digital business transformations and advising internal and C-level customer executives.
Expertise in governance, strategy, and execution across cross-functional teams, with a track record of scalable, repeatable success.
Demonstrated success managing large strategic accounts and exceeding business objectives.
Proven ability to build and lead high-performing Customer Success or Consulting teams.
Strong ability to identify and solve complex business problems and align solutions with customer business objectives.
Experience working across multiple functions and driving alignment in large, matrixed environments.
Experience building relationships with C-level business leaders, including leaders at large enterprises.
Ability to adapt strategies and thrive in rapidly changing environments.
Ability to create repeatable processes for scalable execution while maintaining a hands-on approach.
Excellent communication and influencing skills, including the ability to collaborate across a global organization.
Deep understanding of customer needs, challenges, and motivations, and ability to address concerns and ensure satisfaction.
Experience leveraging or critically considering how to integrate AI into work processes, decision-making, or problem-solving.
BA/BS degree or equivalent required.

Nice To Haves

Master’s degree preferred.

Responsibilities

Lead customers’ post-sales transformation and align ServiceNow offerings with customer goals and business outcomes.
Build trusted relationships with C-level executives and provide relevant industry thought leadership.
Partner with Account Executives to create and execute integrated pre- and post-sales strategies.
Coordinate appropriate resources and collaborate with customers, internal teams, and strategic partners to support success.
Proactively identify risks to customer success and develop mitigation strategies with customers and internal teams.
Guide and inspire the Customer Success team to meet KPIs for adoption, technical health, renewals, customer satisfaction, and expansion.
Align customer roadmaps and identify opportunities to drive new revenue.
Build relationships with ServiceNow leaders and incorporate customer feedback to drive continuous improvement.
Develop innovative customer solutions and foster agility and calculated risk-taking within the team.
Establish measurable success metrics and milestones with customers, review progress regularly, and refine transformation plans as needed.
Drive alignment between business transformation insights and organizational goals to support long-term success.