Job DescriptionWhat you get to do in this role:The Customer Success Executive is accountable for the strategic leadership and execution of post-sales activities for our most valuable accounts. This position plays a crucial role in driving ServiceNow's long-term value by accelerating customers' journeys to success, ensuring predictable renewals, and maximizing the impact of ServiceNow across their business transformation initiatives. In this role, you will oversee a portfolio of customers, helping them achieve business outcomes and increase adoption and usage of the ServiceNow products they have purchased through prescriptive guidance. You will bring ServiceNow best practices, innovations, and capabilities to help customers achieve their goals.
As a trusted advisor, you will partner with C-level executives, guide the seamless delivery of business transformation, and foster collaboration among ServiceNow teams and strategic partners.
What you get to do in this role Drive Post-Sales Success: Own and lead the customer's post-sales transformation by aligning ServiceNow offerings with customer goals and bringing relevant industry thought leadership to the engagement. Foster strong relationships with C-level executives to deliver measurable business outcomes.
Collaborate Strategically: Partner with Account Executives to create and execute integrated pre- and post-sales strategies that deliver long-term value for both the customer and ServiceNow. Orchestrate the right resources at the right time to ensure success.
Mitigate Risks and Drive Value: Proactively identify risks to customer success and work with the customer, internal teams, and strategic partners to develop and execute mitigation strategies that support value realization.
Focus on Key Performance Indicators (KPIs): Guide and inspire the Customer Success team to achieve critical operational KPIs, including adoption, technical health, renewals, customer satisfaction, and expansion. Work closely with customers to align their roadmaps, establish measurable success criteria, and identify new revenue opportunities.
Foster Strategic Alignment: Build relationships with ServiceNow leaders and consistently incorporate customer feedback to drive continuous improvement. Align business transformation insights with customer and organizational goals to support long-term success.
Advocate for Innovation and Continuous Learning: Serve as a strategic thought leader by advancing innovative solutions that help customers achieve their long-term goals. Foster a culture of agility, continuous learning, and calculated risk-taking across the team.
QualificationsTo be successful in this role you have:- Educational Background: BA/BS degree or equivalent experience required.
- Experience: A minimum of 12 years of experience in management consulting, industry leadership, solution consulting, or a comparable role focused on technology-enabled business transformation within banking, financial services, digital, SaaS, or enterprise software.
- C-level Relationships: Strong experience building trusted relationships with C-level business and technology leaders, including leaders within regulated banking or financial services environments.
- Leadership Expertise: Demonstrated success leading large-scale strategic accounts and exceeding business objectives, with a proven track record of building and leading high-performing Customer Success or Consulting teams.
- Business Acumen: Strong experience identifying and solving complex business problems and aligning solutions with customer business objectives and measurable outcomes.
- Cross-Functional Leadership: A history of working across multiple functions and driving alignment in large, matrixed environments.
- Financial Services and Banking Experience:Experience working within a regulated banking or financial services environment.
- AI and Strategic Thinking: Experience advising customers on integrating AI into business processes, decision-making, and problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, and evaluating AI's potential impact on the customer's function or industry.
- Adaptability: Ability to thrive in rapidly changing environments and adapt strategies to new challenges and opportunities.
- Execution Focus: Ability to create repeatable processes for scalable execution while maintaining a hands-on approach to ensure critical activities are completed efficiently.
- Collaboration and Communication: Excellent communicator and influencer with the ability to work effectively across a global organization and foster collaboration at all levels.
- Customer Focus: Deep understanding of customer needs, challenges, and motivations, with the ability to address concerns and ensure customer satisfaction.
Additional Skills and Qualifications - ServiceNow platform experience; relevant ServiceNow certifications preferred.
- Knowledge of adoption, value realization, organizational change management, and customer success methodologies.
- Experience orchestrating cross-functional teams, strategic partners, and customer stakeholders in large, matrixed environments.
- Ability to translate complex business and technology topics into clear, outcome-focused executive narratives.
- Strong executive communication, facilitation, presentation, storytelling, negotiation, and influencing skills.
- Demonstrated experience developing enterprise strategies, workforce and staffing strategies, governance frameworks, and operating models.
For positions in this location, we offer a base pay of $148,000.00-$231,000.00 plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs.
Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
Additional InformationWork PersonasWe approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
