ServiceNow
Public Sector
CustomerSuccessExecutive,PublicSector
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“Customer Success Executive, Public Sector at ServiceNow. Skills: AI Integration & Thought Leadership, Enterprise SaaS Transformation & Strategic Advisory, Public Sector Customer Experience, C-Level Presence & Relationship Management, Leadership Expertise, Strategic Account Management, Business Acumen & Problem-Solving, Cross-Functional Leadership, Adaptability & Change Management, Operational & Execution Excellence, Customer-Centric Mindset. Strategic leadership and execution of post-sales activ”
What You'll Achieve.
Ensure predictable renewals; Maximize the impact of ServiceNow across their digital transformation initiatives; Drive meaningful business outcomes; Meet operational KPIs—such as platform adoption, technical health, contract renewals, agency satisfaction, and expansion opportunities; Demonstrate tangible value and impact
Industry & Context.
Business Acumen & Problem-Solving: Ability to identify, analyze, and solve complex business challenges while aligning technology solutions with customer objectives, budget constraints, and policy mandates.
Role can work remotely within Germany
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, including complex implementations for public sector organizations, Proven success in driving digital transformation and technology adoption, English and German speaker (C level) ability to engage, influence, and build lasting relationships with senior executives, as well as enterprise decision-makers, A minimum of 15 years in management consulting, solution consulting, or executive leadership, ideally at a top-tier consulting firm or within a technology-driven public sector role, Demonstrated ability to exceed business objectives and drive digital strategy, Experience leading high-impact customer success and consulting teams, managing complex, multi-stakeholder accounts, and ensuring alignment between public sector priorities and enterprise technology solutions, Ability to identify, analyze, and solve complex business challenges while aligning technology solutions with customer objectives, budget constraints, and policy mandates, Extensive experience working across public-private partnerships, driving alignment in large, matrixed environments, Skilled in navigating the dynamic landscape of public sector digital transformation, adjusting strategies to meet evolving regulations, Proven ability to design and implement scalable, repeatable processes for public sector technology initiatives, ensuring on-time, on-budget execution, Deep understanding of public sector challenges, service delivery, and mission-driven objectives, with a focus on delivering value-driven, impactful solutions that drive digital transformation
What You'll Do.
Strategic leadership and execution of post-sales activities within public sector accounts
Driving long-term value by accelerating customer's journey to success
Ensuring predictable renewals
Maximizing the impact of ServiceNow across digital transformation initiatives
Engaging with C-level executives in government and public sector organizations
Guiding seamless delivery of business transformation
Ensuring alignment with regulatory frameworks
and mission-critical objectives
Owning and leading the post-sales transformation for public sector customers
Aligning ServiceNow’s solutions with government objectives
Bringing relevant industry best practices to the table
Fostering relationships with C-level executives and agency leaders to drive meaningful business outcomes
Developing and executing integrated pre- and post-sales strategies
Leveraging internal teams and strategic partners to ensure successful adoption of the platform
Proactively identifying potential risks (budget cycles
procurement challenges
compliance requirements)
Developing mitigation strategies to ensure continued success and adoption
Guiding and inspiring the Customer Success team to meet operational KPIs
Building relationships with ServiceNow leadership and key public sector stakeholders
Ensuring continuous feedback loops that drive improvements in customer engagement and product offerings
Introducing innovative digital solutions that help government agencies improve citizen services
and enhance compliance
Fostering a culture of agility and technology-driven innovation
measurable success metrics with government agencies
Regularly reviewing progress
Adapting transformation plans to ensure milestones are met
How You'll Work.
Team & Collaboration
Collaborate closely with Account Executives to develop and execute integrated pre- and post-sales strategies; Leverage internal teams and strategic partners to ensure the successful adoption of the platform; Build relationships with ServiceNow leadership and key public sector stakeholders, ensuring continuous feedback loops
Communication Scope
English and German speaker (C level) ability to engage, influence, and build lasting relationships with senior executives, as well as enterprise decision-makers
Process & Methodology
Operational & Execution Excellence: Proven ability to design and implement scalable, repeatable processes for public sector technology initiatives, ensuring on-time, on-budget execution, Adaptability & Change Management: Skilled in navigating the dynamic landscape of public sector digital transformation, adjusting strategies to meet evolving regulations
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. Role can work remotely within Germany The Customer Success Executive (CSE) is responsible for the strategic leadership and execution of post-sales activities within our most valuable public sector accounts. This role is critical in driving long-term value by accelerating the customer’s journey to success, ensuring predictable renewals, and maximizing the impact of ServiceNow across their digital transformation initiatives. As a trusted advisor , you will engage with C-level executives in government and public sector organizations , guiding seamless delivery of business transformation while ensuring alignment with regulatory frameworks, compliance standards, and mission-critical objectives. What You Get to Do in This Role: Drive Post-Sales Success: Own and lead the post-sales transformation for public sector customers , aligning ServiceNow’s solutions with government objectives and bringing relevant industry best practices to the table. Foster strong relationships with C-level executives and agency leaders to drive meaningful business outcomes. Collaborate Strategically: Work closely with Account Executives to develop and execute integrated pre- and post-sales strategies that deliver long-term value for both the customer and ServiceNow. Leverage internal teams and strategic partners to ensure the successful adoption of the platform. Mitigate Risks and Drive Value: Proactively identi
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