Customer Success Executive - HC/LS

ServiceNow•Addison, TX

About The Position

The Customer Success Executive provides strategic leadership and execution for post-sales activities within ServiceNow’s most valuable accounts. The role accelerates customers’ journeys to success, supports predictable renewals, and maximizes ServiceNow’s impact across business transformation initiatives. As a trusted advisor, the executive partners with C-level customers, guides business transformation delivery, and collaborates with ServiceNow teams and strategic partners. The position leads customer post-sales transformations, aligns ServiceNow offerings with customer goals, and brings relevant industry thought leadership. It partners with Account Executives on integrated pre- and post-sales strategies; identifies and mitigates risks; guides Customer Success teams toward operational KPIs; aligns customer roadmaps with expansion opportunities; and establishes measurable success metrics and milestones. The executive also builds relationships with ServiceNow leaders, incorporates customer feedback, and advocates for innovation and continuous learning. ServiceNow describes its work model as distributed and flexible, with flexible, remote, or required-in-office work personas assigned according to the nature of the work. The posting does not specify which persona applies to this position.

Requirements

Experience integrating AI into work processes, decision-making, or problem-solving, such as through AI-powered tools, workflow automation, AI-driven insights, or evaluating AI’s potential impact.
BA/BS degree or equivalent required.
At least 12 years in management consulting or a leadership role at a top-tier consulting firm, solution consulting, or similar positions focused on technology-enabled business transformations in Digital, SaaS, or enterprise software.
Demonstrated success running large-scale strategic accounts and exceeding business objectives.
A proven track record building and leading high-performing Customer Success or Consulting teams.
Strong experience identifying and solving complex business problems and aligning solutions with customer business objectives.
Experience working across multiple functions and driving alignment in large, matrixed environments.
Strong experience building relationships with C-level business leaders, including leaders at some of the world’s largest 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, with the ability to work across a global organization and foster collaboration at all levels.
Deep understanding of customer needs, challenges, and motivations, and ability to address concerns and ensure satisfaction.

Nice To Haves

Master’s degree preferred.

Responsibilities

Lead the customer’s post-sales transformation and align ServiceNow offerings with customer goals.
Build relationships with C-level executives and drive delivery of business outcomes.
Partner with Account Executives to develop and execute integrated pre- and post-sales strategies.
Use appropriate resources at the right time to support customer success.
Identify risks to success and develop mitigation strategies with customers and internal teams.
Guide and inspire the Customer Success team to meet KPIs related to adoption, technical health, renewals, customer satisfaction, and expansion.
Align customer roadmaps and drive new revenue opportunities.
Build relationships with ServiceNow leaders and incorporate customer feedback to support continuous improvement.
Align business transformation insights with organizational goals.
Advocate innovative solutions and foster agility and calculated risk-taking within the team.
Establish measurable success metrics with customers, review progress, and refine transformation plans to meet milestones and realize value.
Create repeatable processes for scalable execution while staying hands-on with critical tasks.