Senior Customer Success Executive – ServiceNow
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Job Description
Senior Customer Success Executive guiding enterprise customers through strategic ServiceNow transformations. Driving platform adoption, retention, executive alignment, and expansion for an AI business-reinvention platform.
Responsibilities:
- Own the post-sale customer relationship as a trusted C-suite/executive-level advisor
- Increase customer satisfaction and drive retention through Impact delivery
- Lead high-complexity transformations for the largest and most strategic customers
- Align ServiceNow Customer Excellence roles with governance frameworks, customer objectives, and organizational priorities
- Drive Impact value management and provide strategic oversight
- Identify professional services pipeline opportunities through product capability road mapping, value blueprints, and adoption analysis
- Provide pre-sales support for funnel opportunities
- Partner with Impact team members to create executive-ready customer narratives
- Shape customer organizational strategy with senior executives
- Provide industry-specific thought leadership and align delivery approaches with market demands
- Standardize delivery methodologies and ensure governance and quality standards
- Establish relationships with ServiceNow leaders and advocate for product evolution based on customer insights
- Mentor Customer Success resources on transformation best practices
- Identify risks and prevent customer or revenue churn
- Work with Sales Teams on product adoption and customer retention plans
- Guide internal project/program governance and customer governance models
- Help customers identify missed contractual SLAs and take necessary action
- Improve customer satisfaction and satisfaction of internal customer stakeholders
Requirements:
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
- Significant experience collaborating with senior IT and business leaders
- Track record translating corporate strategy/objectives into applied ServiceNow technology in the client’s environment
- PMP preferred
- Project management experience required
- ServiceNow experience required
- Minimum 15+ years in client-facing roles focused on account management, consulting, or transformation leadership
- Experience in executive-level leadership roles is strongly preferred
- Experience delivering consulting services in IT Strategy and Planning, IT Operations and Management, Human Resources, Security Operations, Customer Service Management, IT Processes, IT Governance, IT Portfolio/Program/Project Management, or IT Project Delivery (SDLC)
- Experience with project problem diagnosis, solution development, client communications, facilitation of decision making, documentation, managing client expectations, and team leadership
- Ability to independently leverage AI to optimize workflows, tailor customer solutions, and inform strategic decisions
- Ability to articulate AI system design, ethical implications, and platform use cases clearly
- Must work in the United States; Washington location specified
Benefits:
- Equity (when applicable)
- Variable/incentive compensation
- Health plans
- Flexible spending accounts
- 401(k) Plan with company match
- ESPP
- Matching donations
- Flexible time away plan
- Family leave programs
- Flexible or remote work persona
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