Senior Customer Success Executive for Enterprise Growth

SmartRecruiters, Inc.; San Diego (CA); Hybrid; USD 180,000 - 240,000; Full time

Job summary

ServiceNow seeks a Principal Customer Success Executive to own post-sale relationships with strategic Impact accounts, driving retention and platform value across renewal and up-/cross-sell.

You will partner with C-suite stakeholders, lead complex transformations, align delivery with governance standards, mentor teams, and identify expansion opportunities while shaping executive-level customer strategies in a global, hybrid delivery model.

Qualifications

• Experience leveraging AI to improve work processes and decision-making.
• Proven ability to translate corporate strategy into client outcomes using ServiceNow.
• 15+ years in client-facing roles focusing on account management, consulting, or transformation.
• Experience with IT strategy, governance, and service management disciplines.
• Ability to guide senior stakeholders and drive strategic value for complex customers.

Responsibilities

• Lead high-complexity transformations for strategic customers and ensure governance alignment.
• Identify services opportunities via roadmaps, value blueprints and adoption analysis.
• Partner with Impact team members to create executive-ready customer narratives.
• Shape customer strategy with senior executives and align delivery to market demands.
• Standardize delivery methodologies and ensure governance and quality standards.
• Mentor other Customer Success resources on transformation best practices.
• Identify risks and take steps to prevent churn; collaborate with Sales on adoption plans.
• Provide governance guidance and help customers implement proper models.

Skills

AI strategy

Executive-level collaboration

Client relationship leadership

IT governance

IT strategy planning

IT project delivery

AI ethics & design

Job description

ServiceNow seeks a Principal Customer Success Executive to own post-sale relationships with strategic Impact accounts, driving retention and platform value across renewal and up-/cross-sell.

You will partner with C-suite stakeholders, lead complex transformations, align delivery with governance standards, mentor teams, and identify expansion opportunities while shaping executive-level customer strategies in a global, hybrid delivery model.