Strategic Enterprise Customer Success Leader (Post-Sales)

ServiceNow; Virginia (MN); Remote; USD 148,000 - 232,000; Full time

Job summary

ServiceNow is seeking a Customer Success Executive to lead post-sales transformation for large accounts. You will partner with C-level executives to align ServiceNow offerings with strategic goals and drive long-term value across business transformations.

The role emphasizes governance, change management, and cross-functional leadership across teams, with a focus on scalable, repeatable processes and measurable outcomes.

Qualifications

• Experience leveraging AI in work processes, decision-making, or problem-solving.
• BA/BS required; Master’s degree preferred.
• 12+ years in a management consulting or leadership role focused on technology-enabled business transformations.
• Demonstrated success in running large-scale, strategic accounts and leading Customer Success/Consulting teams.
• Strong business acumen and ability to align solutions with customer objectives.
• Cross-functional leadership across matrixed environments.
• Experience building relationships with C-level leaders.
• Adaptability in rapidly changing environments.
• Execution-focused with repeatable processes for scalable delivery.
• Excellent communicator and influencer across a global organization.

Responsibilities

• Drive Post-Sales Success: own and lead the customer’s post-sales transformation and align ServiceNow offerings to customer goals.
• Collaborate Strategically: partner with Account Executives to execute integrated pre- and post-sales strategies.
• Mitigate Risks and Drive Value: identify risks and develop strategies to realize value.
• Focus on KPIs: guide CS team to adoption, health, renewals, satisfaction, and expansion.
• Foster Strategic Alignment: build relationships with ServiceNow leaders and incorporate customer feedback.
• Advocate for Innovation: drive innovative solutions and a culture of learning.
• Set Metrics and Milestones: establish measurable success metrics and adjust plans to ensure milestones.

Skills

C-level relationships

Leadership

Stakeholder management

Executive communication

Cross-functional leadership

Strategic thinking

Business acumen

Adaptability

Collaboration

Customer focus

Education

BA/BS or equivalent

Master’s degree preferred

Job description

ServiceNow is seeking a Customer Success Executive to lead post-sales transformation for large accounts. You will partner with C-level executives to align ServiceNow offerings with strategic goals and drive long-term value across business transformations.

The role emphasizes governance, change management, and cross-functional leadership across teams, with a focus on scalable, repeatable processes and measurable outcomes.