Customer Success Executive

SERVICENOW PTE. LTD.; Singapore; On-site; SGD 150,000 - 210,000; Full time

Job summary

ServiceNow Singapore is seeking a Customer Success Executive to lead post-sales adoption and value realization across strategic accounts. You will partner with C-level executives and guide transformation programs with cross-functional teams.

This senior role focuses on renewals, governance, platform health, and expanding footprint through premium services, while driving KPI-driven customer success. A strong background in digital transformation and 12+ years in leadership within enterprise

Qualifications

• Extensive experience leading large-scale digital transformations for enterprise clients.
• Strong governance, strategy, value alignment across cross-functional teams.
• 12+ years in management consulting or leadership roles focused on technology-enabled transformation.
• Proven track record of driving enterprise-scale customer success and renewals.

Responsibilities

• Lead post-sales transformation and align ServiceNow offerings to client goals.
• Partner with Account Executives to drive long-term customer value and renewals.
• Oversee governance, platform health, and risk mitigation with stakeholders.
• Inspire CS teams to meet adoption, technical health, renewals and revenue KPIs.
• Communicate roadmap alignment and ensure value realization for customers.

Skills

AI governance

Executive engagement

Cross-functional leadership

Customer success

Digital transformation

Education

Bachelor's degree

Master's degree preferred

Tools

ServiceNow Platform

NowAssist

AI Control Tower

Job description

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 achieve their long‑term goals. Foster a culture of agility and calculated risk‑taking within the team.
• Set Success Metrics and Milestones: Establish clear, measurable success metrics with the customer, and regularly review progress. Refine business transformation plans as needed to ensure milestones are met and value is realized.

Qualifications

The ideal candidate will have extensive experience leading large‑scale digital business transformations, acting as a trusted advisor to both internal and C‑level customer executives. You will be an expert in governance, strategy, value alignment and execution across cross‑functional teams and have a track record of delivering scalable, repeatable success. Your passion for driving customer success at an enterprise scale and your ability to work in complex, dynamic environments will be key to your success in this role.

To be successful in this role, you will need:

• AI Adept and Technically Strong. Ability to drive AI adoption, consumption and customer business outcomes from ServiceNow AI native and NowAssist offerings. Ensures strong customer AI Governance and Security Best Practices whilst using the ServiceNow AI Platform (e.g. experience with AI Control Tower)
• Educational Background: Bachelor's or equivalent required, Master's degree preferred.
• Experience: A minimum of 12 years in a management consulting or leadership role at a top‑tier consulting firm, program director, platform delivery or transformation lead, or similar positions focused on technology‑enabled business transformation (Digital/SaaS/Enterprise Software).
• Transformational Leadership Expertise: Demonstrated success in running large‑scale, strategic accounts transformation and exceeding business objectives. Proven track record in building and leading hi