Strategic Enterprise Customer Success Executive

ServiceNow; North Carolina; Hybrid; USD 180,000 - 240,000; Full time

Job summary

ServiceNow seeks a seasoned Customer Success Executive to drive post-sales transformation for our premier accounts, partnering with C‑level leaders to ensure value realization and renewals. You will collaborate with Account Executives to implement strategic roadmaps, mitigate risks, and maximize impact across business transformations.

You will guide the Customer Success team, define KPIs, and foster innovation through AI-enabled practices, with a focus on scalable, repeatable success for

Qualifications

• Experience leading large-scale digital business transformations for enterprise clients.
• Educational background: BA/BS required; Master’s preferred.

Responsibilities

• Drive post-sales success by aligning ServiceNow offerings to customer goals and C-level outcomes.
• Collaborate with Account Executives to craft integrated pre- and post-sales strategies.
• Identify and mitigate risks to ensure value realization and renewals.
• Lead KPIs such as adoption, technical health, renewals, customer satisfaction, and expansion.
• Align customer transformation insights with organizational goals for long-term success.
• Advocate for innovative, AI-enabled solutions and continuous learning within the team.
• Set and review clear milestones and metrics with customers to guide progress.

Skills

Leadership

C-Level relationships

Cross-functional leadership

Strategic account management

Governance

Execution

Communication

Adaptability

Customer focus

Education

BA/BS or equivalent required; Master’s degree preferred

Job description

ServiceNow seeks a seasoned Customer Success Executive to drive post-sales transformation for our premier accounts, partnering with C‑level leaders to ensure value realization and renewals. You will collaborate with Account Executives to implement strategic roadmaps, mitigate risks, and maximize impact across business transformations.

You will guide the Customer Success team, define KPIs, and foster innovation through AI-enabled practices, with a focus on scalable, repeatable success for