Customer Success Executive

ServiceNow; Riyadh; On-site; SAR 50,000 - 70,000; Full time

Job summary

A leading software company is seeking a Customer Success Executive to drive value in strategic accounts in Saudi Arabia. The role involves developing customer impact plans, collaborating with C-level executives, and achieving customer satisfaction through defined KPIs. The ideal candidate has extensive experience in SaaS transformations and relationship management at the executive level, aiming to optimize customer success and drive enterprise value through ServiceNow's platform.

Qualifications

• 15+ years in management consulting or strategic roles.
• Experience leading large-scale SaaS transformations.
• Proven ability to influence senior executives.

Responsibilities

• Drive enterprise-level alignment and transformation.
• Advise on optimizing customer success delivery.
• Manage strategic account relationships.

Skills

AI Integration

Enterprise SaaS Transformation

C-Level Relationship Management

Leadership Expertise

Strategic Account Management

Business Acumen

Cross-Functional Leadership

Adaptability

Operational Excellence

Customer-Centric Mindset

Job description

Job Description

The Team

The Customer Success team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Customer Success team, you will work with our customers to drive consumption, adoption, and customer satisfaction, ultimately helping our customers realize maximum business value from their investment in the ServiceNow platform.

Job Description

The Customer Success Executive will be responsible for driving value in one of ServiceNow’s largest and most strategic accounts in Saudi Arabia.

The person in this role will develop and manage a Customer Impact account plan to drive a roadmap of activities that accelerate business and platform value. The role will work closely with customer executive management (CxO, C-1) and strategic partners.

The aim is to align various executive stakeholders across the account (board members, brand leaders, IT), achieve buy-in to the ServiceNow transformation and roadmap, and accelerate the ServiceNow adoption journey. The role will collaborate with ServiceNow Success and Platform Architects and utilize Impact assets that are self-managed by the customer.

An ideal candidate will have achieved a senior leadership position, driving vision, governance, strategy, and architecture within a customer environment to enable digital transformation. They will have led large teams of internal and external resources, demonstrated leadership, and built trusted advisor relationships with C-level clients. Experience in developing and executing success processes and programs at scale is essential. The leader will ensure operational KPIs such as NPS, product adoption, and renewal rates are met.

What you get to do in this role :

• Act as a trusted advisor, driving enterprise-level cross-functional executive alignment and ServiceNow buy-in in VLE customers, ensuring success expectations are met.
• Advise and coach executive leaders on optimizing CS delivery for digital transformation.
• Deliver results against KPIs (e.g., technical health, product adoption, NPS, renewals) for success resources within a strategic account, owning engagement and driving towards business outcomes.
• Ensure deliverables meet timelines by engaging the right resources at the right times.
• Promote ServiceNow customer success stories and processes to enable transformation and sales.
• Maximize customer value from ServiceNow investments and licenses.
• Collaborate with stakeholder teams to ensure product adoption, growth, and footprint expansion.
• Execute the Global Customer Success Strategy, optimizing KPI delivery, quality assurance, and profitable engagement delivery.
• Manage post-sales customer relationships, including escalation resolution.
• Work with service sellers to transition legacy success packages to new offerings.
• Transition teams and customers to future success states with minimal CSAT impact.
• Develop relationships with internal leaders, including Customer Success GEO leaders, to align strategies and delivery.
• Contribute thought leadership on optimizing Customer Success delivery.

Qualifications

• AI Integration & Thought Leadership: Experience leveraging AI to enhance processes, decision-making, and problem-solving, including automation, workflow optimization, and data insights.
• Enterprise SaaS Transformation & Strategic Advisory: Extensive experience leading large-scale digital transformations in SaaS or enterprise software environments.
• C-Level Presence & Relationship Management: Proven ability to engage, influence, and maintain relationships with senior executives in large enterprises.
• Leadership Expertise: At least 15 years in management consulting, solution consulting, or leadership at a top-tier firm, with a strong record of exceeding objectives.
• Strategic Account Management: Success in leading high-impact customer success or consulting teams managing complex strategic accounts.
• Business Acumen & Problem-Solving: Skilled in analyzing and solving complex business challenges, aligning technology solutions with customer goals.
• Cross-Functional Leadership: Experience working across departments, driving alignment, and managing stakeholders in large organizations.
• Adaptability & Change Management: Ability to navigate dynamic environments and adjust strategies accordingly.
• Operational & Execution Excellence: Skilled in designing and implementing scalable, repeatable processes for successful execution.
• Collaboration & Communication: Excellent at conveying complex ideas, fostering collaboration, and influencing stakeholders at all levels.
• Customer-Centric Mindset: Deep understanding of customer needs and challenges, focused on delivering value and long-term success.

This role is ideal for a seasoned strategic advisor who thrives in high-impact environments and can guide enterprise customers through large-scale digital transformation.

Additional Information

Work Personas

We prioritize flexibility and trust in our distributed work environment. Work personas (flexible, remote, or in-office) are assigned based on job nature. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, marital status, veteran status, or any other protected category. Applicants with arrest or conviction records will also be considered as per legal requirements.

Accommodations

We aim to provide an accessible and inclusive application process. If you need accommodations or an alternative application method, contact [e-mail].

Export Control Regulations

Some positions require access to controlled technology subject to export regulations. ServiceNow may need to obtain export approval from government authorities. Employment is contingent upon obtaining any necessary export licenses.

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