ServiceNow
SaaS
CustomerSuccessExecutive
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“Customer Success Executive at ServiceNow. Skills: Enterprise-level SaaS transformation, Strategic advisory, Digital transformation, C-Level Relationship Management, Leadership. Provide strategic leadership and drive the execution of post-sales activities across enterprise, industries, and commercial sectors. Accelerate customers’ journey to success”
What You'll Achieve.
Accelerating customers’ journey to success; Ensuring predictable renewals; Maximizing the impact of ServiceNow across their business transformation initiatives; Deliver on business outcomes; Ensure a smooth path toward value realization; Meet critical operational KPIs—adoption, technical health, renewals, customer satisfaction, and expansion; Drive new revenue opportunities; Ensure long-term success; Ensure milestones are met and value is realized
Industry & Context.
Ability to identify, analyze, and solve complex business challenges; Mitigate Risks and Drive Value; Develop strategies to overcome risks
C-level German and English language skills
What They're Looking For.
Must Have
Experience leveraging AI to enhance work processes, decision-making, and problem-solving, including AI-powered automation, workflow optimization, and data-driven insights, Extensive experience leading large-scale digital transformations within SaaS or enterprise software environments, Proven ability to engage, influence, and build lasting relationships with senior executives, including within some of the world’s largest enterprises, A minimum of 10+ years in management consulting, solution consulting, or a leadership role at a top-tier consulting firm, with a track record of exceeding business objectives, Demonstrated success in leading high-impact customer success or consulting teams and managing complex, strategic accounts, Ability to identify, analyze, and solve complex business challenges while aligning technology solutions with customer objectives, experience working across multiple departments, driving alignment, and managing stakeholders in large, matrixed organizations, Ability to navigate dynamic environments, adjusting strategies to meet evolving customer and business needs, Skilled at designing and implementing scalable, repeatable processes while maintaining a hands-on approach to drive successful execution, Exceptional ability to communicate complex ideas clearly, foster collaboration across teams, and influence stakeholders at all levels, Deep understanding of customer challenges, needs, and motivations, with a focus on delivering value-driven solutions and ensuring long-term success, C-level German and English language skills
What You'll Do.
Provide strategic leadership and drive the execution of post-sales activities across enterprise
and commercial sectors
Accelerate customers’ journey to success
Ensure predictable renewals
Maximize the impact of ServiceNow across business transformation initiatives
Partner with C-level executives
Guide seamless delivery of business transformation
Foster collaboration with ServiceNow’s teams and strategic partners
Drive Post-Sales Success: Own and lead the customer’s post-sales transformation
aligning ServiceNow’s offerings to customer goals
and bringing relevant industry thought-leadership
Foster relationships with C-Level executives to deliver on business outcomes
Collaborate Strategically: Partner with Account Executives to create and execute integrated pre- and post-sales strategies
delivering long-term value
Leverage the right resources at the right time to ensure success
Mitigate Risks and Drive Value: Proactively identify potential risks to success and work with the customer and internal teams to develop strategies to overcome them
Focus on Key Performance Indicators (KPIs): Guide and inspire the Customer Success team to meet critical operational KPIs—adoption
customer satisfaction
Work closely with customers to align their roadmap and drive new revenue opportunities
Foster Strategic Alignment: Build relationships with ServiceNow leaders and consistently incorporate customer feedback to drive continuous improvement
Align business transformation insights with organizational goals to ensure long-term success
Advocate for Innovation and Continuous Learning: Drive innovative solutions for our customers
always looking for opportunities to help them achieve their long-term goals
Foster a culture of agility and calculated risk-taking within the team
Set Success Metrics and Milestones: Establish clear
measurable success metrics with the customer
and regularly review progress
Refine business transformation plans as needed to ensure milestones are met and value is realized
How You'll Work.
Team & Collaboration
Partner with Account Executives to create and execute integrated pre- and post-sales strategies; Work with the customer and internal teams to develop strategies to overcome risks; Build relationships with ServiceNow leaders; Foster collaboration across teams
Communication Scope
Exceptional ability to communicate complex ideas clearly; Influence stakeholders at all levels; C-level German and English language skills
Process & Methodology
Guide seamless delivery of business transformation, Set Success Metrics and Milestones, Refine business transformation plans
Full Job Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone. The Customer Success Executive is responsible for providing strategic leadership and driving the execution of post-sales activities across our most valuable accounts within the Enterprise, Industries, and Commercial sectors. This position plays a crucial role in driving ServiceNow’s long-term value by accelerating customers’ journey to success, ensuring predictable renewals, and maximizing the impact of ServiceNow across their business transformation initiatives. As a trusted advisor, you’ll partner with C-level executives, guide seamless delivery of business transformation, and foster collaboration with ServiceNow’s teams and strategic partners. What You Get to Do in This Role: * Drive Post-Sales Success : Own and lead the customer’s post-sales transformation, aligning ServiceNow’s offerings to customer goals, and bringing relevant industry thought-leadership to the table. Foster strong relationships with C-Level executives to deliver on business outcomes. * Collaborate Strategically : Partner with Account Executives to create and execute integrated pre- and post-sales strategies, delivering long-term value for both the customer and ServiceNow. Leverage the right resources at the right time to ensure success. * Mitigate Risks and Drive Value : Proactively identify potential risks to success and work with the customer and internal teams to develop strategies to overcome them, ensur
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