Strategic Enterprise Customer Success Executive

ServiceNow; Town of Texas (WI); Hybrid; USD 150,000 - 210,000; Full time

Job summary

ServiceNow seeks a Principal Customer Success Executive to own post‑sale relationships, maximize platform value, and drive renewals and expansions with senior executives. You will guide multi‑workstream programs, mentor teams, and partner with sales to ensure adoption and long‑term success across strategic accounts.

The role emphasizes enterprise transformation, risk reduction, and value realization through ServiceNow solutions, requiring deep industry insight and executive communications.

Qualifications

• 15+ years in client-facing roles with account management or transformation leadership.
• Experience translating corporate strategy into client solutions using ServiceNow.
• Experience with AI integration into business processes.

Responsibilities

• Lead high‑complexity transformations in strategic customers, ensuring alignment with governance frameworks and objectives.
• Identify professional services opportunities through capability road mapping and adoption analysis.
• Collaborate with impact team members to create executive‑ready narratives and drive value delivery.
• Shape customer strategy with senior executives by identifying trends and aligning delivery with market demands.
• Standardize delivery methodologies and ensure governance and quality standards are met.
• Mentor other Customer Success resources on transformation best practices and risk mitigation.
• Partner with Sales to define product adoption and retention plans.

Skills

Executive stakeholder management

AI integration experience

Project governance

Change management

Risk management

Strong communication

15+ years client-facing

Education

PMP certification

Job description

ServiceNow seeks a Principal Customer Success Executive to own post‑sale relationships, maximize platform value, and drive renewals and expansions with senior executives. You will guide multi‑workstream programs, mentor teams, and partner with sales to ensure adoption and long‑term success across strategic accounts.

The role emphasizes enterprise transformation, risk reduction, and value realization through ServiceNow solutions, requiring deep industry insight and executive communications.