Senior Customer Success Executive-ServiceNow
Core
Senior Customer Success Executive acting as a trusted C-Suite advisor to drive retention, satisfaction, and business transformation for strategic ServiceNow accounts.
Role type
Senior Customer Success Executive (Strategic Advisor)
Builds
Long-term strategic value of ServiceNow platform and capability for enterprise clients
Domain
IT Service Management / Enterprise Software / Consulting
Required skills
Strategic account management, C-suite stakeholder influence, ServiceNow platform expertise, complex transformation leadership, risk mitigation, presales support, governance framework alignment, AI integration in workflows, project management (PMP preferred), industry thought leadership
Preferred skills
Executive-level leadership experience, IT Strategy and Planning, IT Operations, Security Operations, HR, Customer Service Management, IT Governance, Portfolio/Program/Project Management, SDLC
Technologies
ServiceNow, AI-powered tools, workflow automation platforms
Responsibilities
Lead high-complexity transformations for strategic customers; Identify professional services pipeline opportunities; Partner with Impact teams to create executive narratives; Shape customer organizational strategy with industry thought leadership; Standardize delivery methodologies and ensure governance adherence; Establish relationships with ServiceNow leaders to advocate for product evolution; Identify and mitigate churn risks; Collaborate with Sales Teams on adoption and retention plans; Provide guidance on project governance and SLA adherence; Improve overall customer satisfaction.
Seniority
Senior, hands-on IC with strategic oversight