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®. TheCustomer Success Executiveis accountable for the strategic leadership and execution of post-sales activities within our most valuable accounts. 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.

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. Partner with Account Executives to create and execute integrated pre- and post-sales strategies, delivering long-term value for both the customer and ServiceNow.

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, ensuring a smooth path toward value realization. Focus on Key Performance Indicators (KPIs): Guide and inspire the Customer Success team to meet critical operational KPIs—adoption, technical health, renewals, customer satisfaction, and expansion. Work closely with customers to align their roadmap and drive new revenue opportunities.

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: As a strategic thought leader, 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. 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. The ideal candidate will have extensive experience leading large-scale digital business transformations, acting as a trusted advisor to both internal and C-level customer executives. Your passion for driving customer success at an enterprise scale and your ability to work in complex, dynamic environments will be key to your success in this role.

Educational Background: BA/BS or equivalent required, Master’s degree preferred. A minimum of 12years in a management consulting or leadership role at a top-tier consulting firm, solution consulting, or similar positions focused on technology-enabled business transformations (Digital/SaaS/Enterprise Software). Demonstrated success in running large-scale, strategic accounts and exceeding business objectives.

Proven track record in building and leading high-performing Customer Success or Consulting teams.

Business Acumen:



Robust experience in identifying and solving complex business problems and aligning solutions with customer business objectives. Strong experience building relationships with C-level business leaders, including within some of the world’s largest enterprises.

Customer Focus: Deep understanding of customer needs, challenges, and motivations, with a keen ability to address concerns and ensure satisfaction. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. ServiceNow is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals.

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📌 Customer Success Executive (Surrey)
🏢 ServiceNow
📍 Surrey