Federal Customer Success Leader

ServiceNow; Vienna (VA); Hybrid; USD 148,000 - 232,000; Full time

Benefits offered by this job

Health plans

Flexible spending accounts

401(k) Plan with company match

ESPP

Matching donations

Flexible time away plan

Family leave programs

Job summary

ServiceNow is seeking a Customer Success Executive to lead post-sales transformation within top accounts, aligning our AI-enabled platform to strategic goals and driving measurable business value. You will partner with executives to guide seamless delivery of transformation initiatives, ensuring renewals and expansion opportunities.

Role requires extensive enterprise experience, governance expertise, and a proven ability to influence at the C-level, with a strong focus on collaboration across

Qualifications

• Extensive experience leading large-scale digital business transformations across enterprises.
• Expert in governance, strategy, change management, and execution across cross-functional teams.
• Track record of scalable, repeatable success in Customer Success or Consulting teams.
• Experience with U.S. Federal customers preferred.
• Strong business acumen and ability to align solutions with customer objectives.
• Proven ability to build relationships with C-level leaders and drive cross‑functional alignment.

Responsibilities

• Drive post-sales transformation and align ServiceNow offerings to customer goals.
• Collaborate with Account Executives on integrated pre/post-sales strategies.
• Identify and mitigate risks to ensure value realization and renewals.
• Guide the Customer Success team to hit KPIs: adoption, health, renewals, expansion.
• Foster strategic alignment with ServiceNow leadership and customer feedback.
• Promote innovation and a culture of learning within the team.
• Set measurable success milestones and refine plans to ensure value delivery.

Skills

C-level relationships

Digital transformation

Governance

Strategy

Change management

Leadership teams

Cross-functional leadership

Customer focus

Adaptability

Execution

Communication

Education

BA/BS or equivalent

Master’s degree preferred

Job description

ServiceNow is seeking a Customer Success Executive to lead post-sales transformation within top accounts, aligning our AI-enabled platform to strategic goals and driving measurable business value. You will partner with executives to guide seamless delivery of transformation initiatives, ensuring renewals and expansion opportunities.

Role requires extensive enterprise experience, governance expertise, and a proven ability to influence at the C-level, with a strong focus on collaboration across