Customer Success Executive

Quick Facts

• Post-sales relationship ownership for a portfolio of customer accounts
• Drives ServiceNow adoption, satisfaction, and value realization

Description

You are the primary relationship owner for a portfolio of accounts, accountable for adoption progress and customer success. You create and execute success plans tied to business outcomes, run executive value conversations, and identify risks early to keep customers on track. The role also supports ServiceNow implementations and helps drive adoption of AI and agentic capabilities from entitlement to measurable usage.

Responsibilities

• Own account adoption and customer satisfaction across entitlements, deployment, consumption, and usage
• Build alignment and sponsorship with senior customer leaders across IT, business units, procurement, and partners
• Conduct value-led conversations with Director/VP stakeholders and shape roadmap thinking
• Create success plans with agreed value realization measures and track progress
• Drive adoption of AI and agentic capabilities; move entitled customers to live use
• Identify adoption and renewal risks early, manage escalations, and drive resolution to closure
• Establish governance structures with clear decision paths and accountability
• Advise and support ServiceNow implementations delivered by Expert Services, partners, or customer teams
• Identify expansion/upsell opportunities and provide pre-sales support when needed
• Orchestrate delivery across the account team and ecosystem (TAS, Expert Services, partners)
• Champion ServiceNow internally with customer insights for health, escalations, renewals, and continuous improvement

Requirements

• 8+ years experience in management consulting or leadership/solution consulting focused on technology-enabled transformations
• Proven customer-facing post-sales/consulting/professional services experience with measurable adoption and outcomes
• Comfort with senior stakeholder conversations (Director and VP level)
• Genuine interest in the customer’s business strategy and pressures
• Commercial mindset for business case evaluation and resource/investment decisions
• Working understanding of customer contracts (terms, renewal dates, product swaps)
• AI literacy to discuss implications for platform capabilities and operating models
• Working understanding of software delivery (SDLC and Agile/Scrum)
• ServiceNow knowledge, certification, or training is a significant advantage

Benefits

• Base pay guideline: $113,700–$177,000 plus equity (when applicable), variable/incentive compensation, and benefits
• Health plans including flexible spending accounts
• 401(k) plan with company match and ESPP
• Matching donations, flexible time away, and family leave programs