Customer Success Executive

SmartRecruiters, Inc.; Mumbai; Remote; INR 2,500,000 - 5,000,000; Full time

Job summary

ServiceNow seeks a senior post-sales leader to manage large enterprise accounts in India, walking into CIO/CFO/CHRO discussions as a peer rather than a vendor. You will own the post-sales journey—from implementation to adoption and value realization—and be accountable for renewal, expansion, and measurable outcomes.

This foundational role offers real room to grow and build executive presence as part of a broader career path.

Qualifications

• Experience engaging with CxO-level stakeholders and driving post-sales outcomes.
• Strong background in technology-enabled transformation (Digital/SaaS/Enterprise Software).
• Proven ability to translate business goals into platform initiatives.

Responsibilities

• Own the post-sales journey end-to-end—implementation, adoption, and value realization.
• Develop executive relationships and drive renewal and expansion KPIs.
• Translate customer goals into platform roadmaps with measurable outcomes.
• Set and track success metrics; adjust plans as milestones shift.
• Coordinate co-delivery with ServiceNow, GSIs, and SI partners for seamless delivery.
• Apply a discovery-first approach to identify best-fit solutions and accelerators.
• Contribute to readiness and governance strategies across multi-track programs.
• Articulate the value of advisory services and platform capabilities beyond services ROI.

Skills

Executive relationships

AI in business

Digital transformation

Stakeholder management

Enterprise accounts

Education

Bachelor's degree

Tools

CRM software

Data analytics

Job description

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.

Job Description

We’re looking for someone who can walk into a boardroom with a CIO, CFO, or CHRO and be treated as a peer — not a vendor. This person owns post-sales outcomes across the full customer lifecycle — implementation, adoption, and value realization — in ServiceNow’s large enterprise accounts in India, building the trusted relationships and business fluency that connect the customer’s ambition to what ServiceNow can deliver. Success here isn’t measured by activity — it’s whether your accounts renew, expand, and see real value from the platform.

This is a foundational role with real room to grow — you’ll be building the account ownership and executive presence the next level of this career path demands.

What you get to do in this role:

• Develop and nurture executive relationships (CIO, CFO, CHRO, business unit leaders), building the kind of trust senior stakeholders extend over time
• Own the customer’s post-sales journey end to end — implementation, adoption, and value realization — and are accountable for the KPIs that matter: technical health, renewal, satisfaction, and expansion
• Help translate customer goals into a platform roadmap tied to measurable business outcomes
• Set clear, measurable success metrics with the customer, track progress, and refine the plan as milestones shift
• Support and help coordinate co-delivery models across ServiceNow, GSIs, and SI partners so delivery feels seamless to the customer
• Bring a discovery-first mindset — ask the right questions before proposing a fix, and know when to loop in accelerators, advisory sessions, or expert services
• Contribute to implementation and readiness strategies that help shorten time-to-value
• Support delivery governance on multi-track programs, including organizational change efforts
• Help build and communicate the value story for your accounts — able to speak to advisory and platform value, not just professional services ROI
• Champion ServiceNow’s best practices and stay current on how AI and agentic capabilities are changing customer operating models
• Deliver strong, durable customer satisfaction that shows up in renewals and expansion

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 8–12 years in a professional services or consulting environment, ideally with exposure to technology-enabled transformation (Digital/SaaS/Enterprise Software)
• Experience working with or supporting CxO-level stakeholders, with the poise to grow into owning those relationships directly
• Experience at large India enterprise accounts, with solid judgment navigating multiple stakeholders
• Strong command over knowledge of digital transformation — design, implementation, and management
• Emerging expertise in one industry
• IT, HR, or GBS transformation exposure
• Experience partnering with Big 4 or large SI’s in a delivery context
• 2–5 years of experience on large, multi-tracked programs, ideally including organizational change management
• Experience leveraging AI to enhance work processes, decision‑making, and problem‑solving — including AI‑powered automation, workflow optimization, and data‑driven insights
• Prior ServiceNow platform exposure is a strong plus — but we’ll weight fast learning and the ability to translate the platform into business language just as heavily

Why this role is worth being ambitious about

You’ll be backed by proven practices drawn from thousands of engagements, with a clear runway for growth as you build account ownership and executive trust. If you want a role where every year adds visibly more responsibility and access, this is where that starts.

FD21

Additional Information

We 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.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [e-mail] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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