Customer Success Executive

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started. Join us to put AI to work for people.

The Customer Success Executive is accountable for the strategic leadership and execution of post-sales adoption and success 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. As a trusted advisor, you’ll partner with C-level executives, guide seamless delivery of business transformation, and foster collaboration with ServiceNow’s teams and strategic partners — with enough technical depth to hold credible conversations on platform architecture, governance and delivery practice. What You Get to Do in This Role: 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. Foster strong relationships with C-Level executives to deliver on business outcomes. Collaborate Strategically : Partner with Account Executives to create and execute integrated pre- and post-sales strategies, delivering long-term value for both the customer and ServiceNow. Leverage the right resources at the right time to ensure success, drawing on both the strategic and technical roles within Impact to deliver on outcomes for the customer. Grow the Post - Sales Business : Work as an impeccable collaborator, driving the expansion of our largest customer ServiceNow footprint through our premium paid Impact Total, Guided Plus and Expert Services offerings. Mitigate Risks and Drive Value : Proactively identify potential risks to success and work with the customer and internal teams to develop strategies to overcome them, ensuring a smooth path toward value realization. Oversee Governance and Platform Health : Hold the customer accountable for strategic governance, and contribute to technical governance - governance interaction models, COEI design and delivery, importance of managing tech debt / instance strategy / development standards / adoption of CSDM. Advise on the customer’s ServiceNow operating model and the roles required to sustain it. Focus on Key Performance Indicators (KPIs) : Guide and inspire the Customer Success team to meet critical operational KPIs—adoption, technical health, renewals, customer satisfaction, and expansion. Work closely with customers to align their roadmap and drive new revenue opportunities. Connect Platform to Process : Ground adoption conversations in how the platform delivers the work — core technology workflows at the process level, integrations and automation across the customer’s estate, and the architectural choices behind them. Foster Strategic Alignment : Build relationships with ServiceNow leaders and consistently incorporate customer feedback to drive continuous improvement. Align business transformation insights with organizational goals to ensure long-term success. Advocate for Innovation and Continuous Learning : As a strategic thought leader, drive innovative solutions for our customers, always looking for opportunities to help them