Strategic Accounts Customer Success Executive

About the role

The Customer Success Executive leads post‑sales adoption and success for ServiceNow’s most valuable strategic accounts, partnering with C‑level executives to drive business transformation and ensure predictable renewals.

Key responsibilities

• Own and lead the customer’s post‑sales transformation, aligning ServiceNow offerings with customer goals and delivering industry thought‑leadership.
• Partner with Account Executives to create integrated pre‑ and post‑sales strategies that generate long‑term value.
• Identify and mitigate risks, develop strategies with internal teams to ensure smooth value realization.
• Guide the Customer Success team to meet KPIs such as adoption, technical health, renewals, satisfaction and expansion.
• Establish measurable success metrics and regularly review progress with customers.

Required profile

• Minimum 15 years in management consulting or leadership roles focused on technology‑enabled business transformation.
• Proven experience leading large‑scale strategic account transformations and building high‑performing Customer Success or consulting teams.
• Strong track record of building relationships with C‑level executives in large enterprises.
• Ability to thrive in rapidly changing environments and create repeatable, scalable processes.

Required skills

• Experience integrating AI into business processes and decision‑making.
• Deep understanding of SaaS/enterprise software solutions and digital transformation methodologies.
• Expertise in governance, strategy, value alignment and cross‑functional execution.