Enterprise Customer Success Lead, AI & Transformation

ServiceNow, Inc.; Indonesia; On-site; IDR 360,000,000 - 720,000,000; Full time

Job summary

ServiceNow, Inc. seeks a Customer Success Executive to lead post-sales adoption for strategic accounts, driving long-term value and ensuring renewals through executive collaboration. The role blends business transformation leadership with platform governance and delivery, enabling cross-functional success.

You will guide governance, platform health, and strategy while expanding premium services to maximize customer outcomes across large, complex programs.

Qualifications

• Extensive experience leading large-scale digital transformations.
• Track record with governance, value alignment, and execution across cross-functional teams.
• 12+ years in management consulting or leadership roles at top-tier firms or equivalent.
• Ability to navigate ambiguity and manage complex escalations while maintaining roadmap alignment.

Responsibilities

• Drive post-sales adoption and renewals across key accounts.
• Partner with Account Executives to align pre- and post-sales strategies.
• Expand the largest customer footprint through premium services offerings.
• Identify risks and develop mitigation strategies to ensure value realization.
• Oversee governance, platform health, and COEI/design considerations.

Skills

Post-sales leadership

C-level leadership

AI governance

Strategy & governance

Cross-functional collaboration

Education

Bachelor’s degree or equivalent

Master’s preferred

Tools

Docker

Job description

ServiceNow, Inc. seeks a Customer Success Executive to lead post-sales adoption for strategic accounts, driving long-term value and ensuring renewals through executive collaboration. The role blends business transformation leadership with platform governance and delivery, enabling cross-functional success.

You will guide governance, platform health, and strategy while expanding premium services to maximize customer outcomes across large, complex programs.