Customer Success Executive - Remote

Overview

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.

In Short

• 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.
• Mitigate Risks and Drive Value: Proactively identify potential risks to success and work with the customer and internal teams.
• Focus on Key Performance Indicators (KPIs): Guide and inspire the Customer Success team to meet critical operational KPIs.
• Foster Strategic Alignment: Build relationships with ServiceNow leaders and incorporate customer feedback.
• Advocate for Innovation and Continuous Learning: Drive innovative solutions for customers.
• Set Success Metrics and Milestones: Establish clear, measurable success metrics with the customer.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes.
• Educational Background: BA/BS or equivalent required, Master’s degree preferred.
• Experience: A minimum of 12 years in a management consulting or leadership role.
• Leadership Expertise: Demonstrated success in running large-scale, strategic accounts.
• Business Acumen: Strong experience in identifying and solving complex business problems.
• Cross-Functional Leadership: A history of working across multiple functions.
• C-Level Relationships: Strong experience building relationships with C-level business leaders.
• Adaptability: Ability to thrive in rapidly changing environments.
• Execution Focus: Ability to create repeatable processes for scalable execution.
• Collaboration and Communication: Excellent communicator and influencer.
• Customer Focus: Deep understanding of customer needs and challenges.

Benefits

• Flexible work environment.
• Opportunities for professional development.
• Inclusive company culture.
• Competitive compensation package.
• Health and wellness programs.