Principal Customer Success Executive

ServiceNow; München; Hybrid; EUR 90.000 - 150.000; Vollzeit

Zusammenfassung

An established industry player is seeking a Principal Customer Success Executive to lead strategic postsales activities within public sector accounts. This pivotal role involves engaging with C-level executives to drive digital transformation and ensure alignment with government objectives. The ideal candidate will possess extensive experience in enterprise SaaS transformation, demonstrating a strong ability to foster relationships and guide organizations through their digital journeys. If you are passionate about leveraging technology to enhance public services and have a proven track record in strategic advisory, this opportunity offers a dynamic environment for impactful contributions.

Qualifikationen

• 15+ years in management consulting or executive leadership.
• Experience in enterprise-level SaaS transformation and strategic advisory.

Aufgaben

• Drive postsales transformation for public sector customers.
• Collaborate with Account Executives for integrated strategies.
• Identify risks and develop strategies for success.

Kenntnisse

AI Integration

Enterprise SaaS Transformation

Public Sector Customer Experience

C-Level Relationship Management

Leadership Expertise

Business Acumen

Cross-Functional Leadership

Adaptability

Ausbildung

Bachelor's Degree

Master's Degree

Jobbeschreibung

The Principal Customer Success Executive (CSE) is responsible for the strategic leadership of postsales activities within our most valuable public sector accounts. This role is critical in driving long-term value by accelerating the customer's journey to success, ensuring predictable renewals, and maximizing the impact of ServiceNow across their digital transformation initiatives.

As a trusted advisor, you will engage with C-level executives in government and public sector organizations, guiding seamless delivery of business transformation while ensuring alignment with regulatory frameworks, compliance standards, and mission-critical objectives.

What You Get to Do in This Role :

1. Drive PostSales Success: Own and lead the postsales transformation for public sector customers, aligning ServiceNow's solutions with government objectives and industry best practices. Foster strong relationships with C-level executives and agency leaders to drive meaningful business outcomes.
2. Collaborate Strategically: Work closely with Account Executives to develop and execute integrated pre- and post-sales strategies that deliver long-term value for both the customer and ServiceNow. Leverage internal teams and strategic partners to ensure successful platform adoption.
3. Mitigate Risks and Drive Value: Proactively identify potential risks such as budget cycles, procurement challenges, and compliance requirements, developing mitigation strategies to ensure continued success and adoption within public sector organizations.
4. Focus on Key Performance Indicators (KPIs): Guide and inspire the Customer Success team to meet operational KPIs such as platform adoption, technical health, contract renewals, agency satisfaction, and expansion opportunities, while aligning with government mandates and digital transformation initiatives.
5. Foster Strategic Alignment: Build relationships with ServiceNow leadership and key public sector stakeholders, ensuring continuous feedback loops that drive improvements in customer engagement and product offerings tailored to government needs.
6. Advocate for Innovation and Continuous Learning: As a strategic thought leader in public sector transformation, introduce innovative digital solutions that help government agencies improve citizen services, optimize operations, and enhance compliance. Foster a culture of agility and technology-driven innovation.
7. Set Success Metrics and Milestones: Establish clear, measurable success metrics with government agencies and regularly review progress. Adapt transformation plans to ensure milestones are met, demonstrating tangible value and impact.

Qualifications: Ideal Candidate :

We seek a highly experienced professional with a strong background in enterprise-level SaaS transformation and strategic advisory to guide our customers in their digital transformation journey. The ideal candidate will have deep expertise in technology-enabled business transformations and a proven ability to advise at the executive level.

Key Requirements :

• AI Integration & Thought Leadership: Experience leveraging AI to enhance work processes, decision-making, and problem-solving, including AI-powered automation, workflow optimization, and data-driven insights.
• Enterprise SaaS Transformation & Strategic Advisory: Extensive experience leading large-scale digital transformations within SaaS or enterprise software environments, including complex implementations for public sector organizations.
• Public Sector Customer Experience: Proven success in driving digital transformation and technology adoption.
• C-Level Presence & Relationship Management: Fluency in English and German, with a strong ability to engage, influence, and build lasting relationships with senior executives and enterprise decision-makers.
• Leadership Expertise: A minimum of 15 years in management consulting, solution consulting, or executive leadership, ideally at a top-tier consulting firm or within a technology-driven public sector role.
• Demonstrated ability to exceed business objectives and drive digital strategy.
• Strategic Account Management: Experience leading high-impact customer success and consulting teams, managing complex multi-stakeholder accounts, and ensuring alignment between public sector priorities and enterprise technology solutions.
• Business Acumen & Problem-Solving: Ability to identify, analyze, and solve complex business challenges while aligning technology solutions with customer objectives, budgets, and policy mandates.
• Cross-Functional Leadership: Extensive experience working across public-private partnerships, driving alignment in large, matrixed environments.
• Adaptability & Change Management: Skilled in navigating the dynamic landscape of public sector digital transformation and adjusting strategies to meet evolving regulations.
• Operational & Excellence: Proven ability to design and implement scalable, repeatable processes for public sector technology initiatives, ensuring on-time, on-budget delivery.
• Customer-Centric Mindset: Deep understanding of public sector challenges, service delivery, and mission-driven objectives, with a focus on delivering value-driven, impactful solutions that drive digital transformation.

Additional Information :

We approach our distributed work environment with flexibility and trust. Work personas (flexible remote or required in-office) are assigned based on the nature of the work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration regardless of race, color, creed, religion, sex, sexual orientation, national origin, or other protected categories.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require accommodations during the application process, please contact us for assistance.

Export Control Regulations

Positions requiring access to controlled technology may require export control approval. Employment is contingent upon obtaining any necessary export licenses.

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