Customer Success Executive

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

Role Description

You are the primary relationship owner for a portfolio of accounts where the focus is helping customers adopt ServiceNow and realise the business value it delivers. You are accountable for adoption progress and customer success across your portfolio. This is a post-sales relationship role — you are the consistent presence the customer relies on, and the foundation from which strategic partnership is built. You can walk a customer through their success plan, identify risks before they escalate, and have a credible conversation about the value the platform is delivering. This role combines the orchestration and relationship management skills that keep customers on track, lead value conversations, and drive business outcomes.

What you get to do in this role:

• Hold clear accountability within your account portfolio — for adoption (entitlements, deployment,consumption and usage) and customer satisfaction
• Build alignment and sponsorship with senior leaders in the customer. Understand the key stakeholders across IT, the business units and procurement, and the relevant partners; map them against ServiceNow's relationships, assess how strong each one is, and close the gap
• Have value-led conversations with customer stakeholders at Director and VP level — able to articulate what the platform has delivered, what the next opportunity looks like, and beginning to shape how the customer thinks about their roadmap
• Build and maintain success plans tied to customer business outcomes, agreeing value realisation measures with the customer and tracking progress against them
• Drive adoption of AI and agentic capabilities on your accounts. Identify where customers are entitled but not yet deploying, and work with the account team to move them from entitlement to live use and measurable outcomes
• Identify adoption and renewal risks early and act on them, using our standard risk process and securing approvals where needed. Manage escalations, engaging the right resources and driving the resolution plan to closure
• Establish standard governance structures within ServiceNow teams and in partnership with the customer, so decisions have a clear path and accountability is driven towards a successful outcome
• Advise and support customer implementations of ServiceNow — whether delivered by Expert Services, a ServiceNow partner or the customer's own team — so delivery stays aligned to the outcomes in the success plan
• Identify Impact and Professional Services upsell conversations on your accounts — recognising when a customer is ready to expand, and providing pre-sales support as required
• Orchestrate delivery across the account team and broader ServiceNow ecosystem — coordinating with TAS, Expert Services and Partners to ensure each intervention is set up to deliver the right outcome for the customer
• Act as a champion for ServiceNow internally, contributing clear account insight and evidence to reviews of customer health, status, escalations and renewals, while sharing customer success stories, helping create new use cases that showcase platform impact, and feeding customer insights into broader initiatives to drive continuous improvement

Qualifications

To be successful in this role you have:

• Experience in a customer-facing post-sales, consulting, or professional services role, with a track record of driving platform adoption and measurable customer outcomes. Exposure to technology-enabled transformation — AI, digital, SaaS, or enterprise software. ServiceNow knowledge, certification or training is a significant advantage
• A minimum of 8 years 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)
• Comfort with senior stakeholder conversations — typically Director and VP level in technology and the business, varying by account scale
• A genuine interest in the customer's business, not just their platform — curious about their strategy, their pressures, and where they are trying to get to
• A commercial mindset — able to spot expansion signals, but also to apply commercial logic to decisions: when requesting resources or investment, you understand the business case, expected outcome, cost, and P&L implications. You make commercially savvy recommendations, not just technically good ones
• A working understanding of customer contracts — including term, renewal dates, product swaps—how to use them to protect and grow revenue
• AI literacy — able to discuss how AI capability changes what the platform can do for a customer and what that means for their operating model
• A working understanding of how software is delivered — including the software development lifecycle and Agile approaches such as Scrum — enough to advise on and support customer implementations

For positions in this location, we offer a base pay of $113,700 - $177,000 plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity,  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.  

Accommodations

We strive to create an accessible and inclusive experience for all candidates. 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 for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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