Senior Customer Success Executive — AI Transformation

ServiceNow; Washington; On-site; USD 166,000 - 290,000; Full time

Benefits offered by this job

Health plans

401(k) Plan with company match

ESPP

Matching donations

Flexible time away plan

Family leave programs

Job summary

ServiceNow is seeking a Senior Customer Success Executive to own post‑sale relationships with major Impact accounts. You will drive renewals, expansion, and value realization by aligning ServiceNow capabilities with customer business strategies and industry needs.

You will mentor teams, manage complex multi‑workstream programs, and partner with senior executives to deliver strategic outcomes, risk mitigation, and high customer satisfaction.

Qualifications

• Proven track record in senior IT and business stakeholder engagement.
• Experience in account management, consulting, or transformation leadership (15+ years).
• Experience delivering IT strategy, governance, and program delivery.
• Ability to integrate AI into work processes and guide responsible AI adoption.
• Strong risk management and customer success focus to drive renewals and upsell.

Responsibilities

• Lead strategic, high‑complexity transformations with senior customer executives.
• Identify opportunities through value blueprints and adoption analysis; support pre‑sales.
• Collaborate with internal teams to craft executive‑ready narratives.
• Shape customer strategy by identifying trends and aligning delivery with market needs.
• Standardize delivery methodologies and ensure governance and quality.
• Mentor other Customer Success resources on transformation best practices.
• Mitigate risks and prevent churn; align with sales on adoption and retention plans.
• Guide governance models and ensure SLA adherence where applicable.
• Improve overall customer satisfaction and ensure stakeholder value realization.

Skills

Executive leadership

Account management

Consulting

Transformation leadership

AI integration mindset

Stakeholder management

Education

PMI PMP certification

Tools

ServiceNow experience

AI tools awareness

Project management tooling

Job description

ServiceNow is seeking a Senior Customer Success Executive to own post‑sale relationships with major Impact accounts. You will drive renewals, expansion, and value realization by aligning ServiceNow capabilities with customer business strategies and industry needs.

You will mentor teams, manage complex multi‑workstream programs, and partner with senior executives to deliver strategic outcomes, risk mitigation, and high customer satisfaction.