Senior Customer Success Executive-ServiceNow

ServiceNow; Kirkland (WA); On-site; USD 166,000 - 290,000; Full time

Job summary

ServiceNow is seeking a Senior Customer Success Executive to own post‑sale relationships with executive stakeholders and maximize long‑term value and renewal potential. You will drive adoption, align with business strategy, and mentor delivery teams to ensure successful multi‑workstream transformations acrossImpact accounts.

You will partner with senior customer stakeholders, identify risk, and help shape strategic plans while coordinating with Sales and Delivery teams to ensure outcomes align

Qualifications

• Significant experience collaborating with senior IT and business leaders with a track record of translating strategy into value using ServiceNow technology.
• PMP preferred; project management experience required.
• ServiceNow experience is required.
• 15+ years in client-facing roles with focus on account management, consulting or transformation leadership.

Responsibilities

• Lead high‑complexity transformations in strategic customers and ensure governance and value delivery.
• Identify professional services opportunities through product capabilities road mapping and adoption analysis.
• Partner with Impact team members to create executive-ready narratives.
• Shape customer organizational strategy by identifying trends and aligning delivery with market demands.
• Standardize delivery methodologies and ensure governance and quality standards across projects.
• Mentor other Customer Success resources on transformation best practices.

Skills

Executive leadership

Strategic thinking

Stakeholder management

AI integration

Risk management

Education

15+ years client-facing experience in account management/consulting/transformation leadership

Tools

ServiceNow

Project management (PMP)

Job description

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

As a trusted C-Suite / executive level advisor on ServiceNow offerings, the Senior Customer Success Executive owns the post-sale customer relationship, aiming to increase customer satisfaction and drive retention through Impact delivery. Senior CSEs are experienced individuals who bring a consultative, problem-solving approach to partnering with senior customer stakeholders to derive value from our platforms. They demonstrate a strong understanding of customer’s industry and specific business strategies, driving alignment between these factors and what ServiceNow can offer to enable better business outcomes for their customers. This role drives business transformation by maximizing the long-term strategic value of ServiceNow and ensuring that every aspect of the customer’s platform and capability are ready for expansion.

They provide strategic direction and mentorship to both customers and ServiceNow teams managing complex, multi-workstream programs. They play a pivotal role in resolving escalations and mitigating risks, ensuring adoption and usage is maintained at healthy levels. Senior CSEs focus on ensuring the customer recognizes the value of the ServiceNow Platform at all levels and stages, facilitating a smooth path to both renewal and up- and cross-sell.

Overall, Senior CSEs are responsible for fostering the relationship with C-suite level stakeholders in a smaller number of strategically important Impact accounts, with the aim of increasing customer satisfaction and driving retention and upgrades, where applicable.

Job Responsibilities:

• Lead high-complexity transformations in our largest and most strategic customers, ensuring all ServiceNow Customer Excellence roles align and deliver in accordance with governance frameworks, customer objectives and organizational priorities; ultimately chaperoning Impact value management and demonstrating strategic oversight.
• Proactively identify professional services pipeline opportunities through product capabilities road mapping, value blueprints and adoption analysis, providing pre-sales support for funnel opportunities as requested.
• Partner with Impact team members (e.g., Customer Success Managers) leveraging the joint visibility of customer insights to create executive-ready narratives.
• Work with senior executives to shape and influence customer organizational strategy by identifying emerging trends refining best practices and aligning delivery approaches with evolving market demands and providing industry-specific thought leadership.
• Drive operational consistency and excellence by standardizing delivery methodologies and ensuring adherence to governance and quality standards interfacing with Delivery as required.
• Establish relationships with ServiceNow leaders advocating for product evolution based on customer insights and mentoring other Customer Success resources on transformation best practices.
• Identify areas of risk and take steps to prevent customer or revenue churn.
• Work closely with Sales Teams to define and execute product adoption and customer retention plans.
• Provide prescriptive guidance on internal project/program governance and help the customer create the appropriate governance models and ensure adherence.
• Help the customer identify incidents where contractual SLAs were missed and take necessary action.
• Improve overall customer satisfaction as well as the satisfaction of their internal customers.

Qualifications

Experience in leveraging or critically thinking about how to integrate AI into work processes decision‑making or problem‑solving. This may include using AI‑powered tools automating workflows analyzing AI‑driven insights or exploring AI's potential impact on the function or industry.

• Significant experience collaborating with senior IT and business leaders with a track record of successfully translating corporate strategy/objectives with the applied use of ServiceNow technology in the context of the client’s environment.
• PMP preferred; project management experience required.
• ServiceNow experience is required
• Minimum 15+ years in client‑facing roles with a focus on account management consulting or transformation leadership. Experience in executive‑level leadership roles with a proven track record of influencing senior stakeholders and driving strategic outcomes is strongly preferred.
• Experience in any of the following critical subject areas with a demonstrated history delivering consulting services:
  1. IT Strategy and Planning
  2. IT Operations and Management
  3. Human Resources
  4. Security Operations
  5. Customer Service Management
  6. IT Processes
  7. IT Governance
  8. IT Portfolio, Program and Project Management
  9. IT Project Delivery (SDLC)
• Experience with project problem diagnosis solution development client communications facilitation of decision making documentation managing client expectations and team leadership.
• Independently leverages AI to optimize workflows tailor customer solutions and inform strategic decisions.
• Articulates AI system design ethical implications and platform use cases clearly guiding peers and stakeholders in responsible value‑driven AI adoption.

For positions in this location we offer a base pay of $165,500 - $289,600 plus equity when applicable variable/incentive compensation and benefits Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location Learn more here To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third‑party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation national origin age disability gender identity veteran status or any other category protected by law In addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact [e-mail] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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