Customer Success Executive, ServiceNow
Cloud-based digital workflows for enterprises
Posted today
Cloud-based digital workflows for enterprises
1001+ employees
Posted today
1001+ employees
Company mission
To transform IT to revolutionize the enterprise.
Role
Who you are
- We are seeking a highly experienced professional with a strong background in enterprise-level SaaS transformation and strategic advisory to guide our customers in their digital transformation journey.
- The ideal candidate will have deep expertise in technology-enabled business transformations, coupled with a proven ability to advise at the executive level
- AI Integration & Thought Leadership: Experience leveraging AI to enhance work processes, decision-making, and problem-solving, including AI-powered automation, workflow optimization, and data-driven insights
- Enterprise SaaS Transformation & Strategic Advisory: Extensive experience leading large-scale digital transformations within SaaS or enterprise software environments
- C-Level Presence & Relationship Management: Proven ability to engage, influence, and build lasting relationships with senior executives, including within some of the world’s largest enterprises.
- Leadership Expertise: A minimum of 10+ years in management consulting, solution consulting, or a leadership role at a top-tier consulting firm, with a strong track record of exceeding business objectives
- Strategic Account Management: Demonstrated success in leading high-impact customer success or consulting teams and managing complex, strategic accounts
- Business Acumen & Problem-Solving: Ability to identify, analyze, and solve complex business challenges while aligning technology solutions with customer objectives
- Cross-Functional Leadership: Strong experience working across multiple departments, driving alignment, and managing stakeholders in large, matrixed organizations
- Adaptability & Change Management: Ability to navigate dynamic environments, adjusting strategies to meet evolving customer and business needs
- Operational & Execution Excellence: Skilled at designing and implementing scalable, repeatable processes while maintaining a hands-on approach to drive successful execution
- Collaboration & Communication: Exceptional ability to communicate complex ideas clearly, foster collaboration across teams, and influence stakeholders at all levels
- Customer-Centric Mindset: Deep understanding of customer challenges, needs, and motivations, with a focus on delivering value-driven solutions and ensuring long-term success
- Fluency in Dutch & English are essential
- This role is ideal for a seasoned strategic advisor who thrives in high-impact environments and has the expertise to guide enterprise customers through digital transformation at scale
What the job involves
- The Customer Success Executive is responsible for providing strategic leadership and driving the execution of post-sales activities across our most valuable accounts within the Enterprise, Industries, and Commercial sectors.
- 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. Foster strong relationships with C-Level executives to deliver on business outcomes
- Collaborate Strategically: Partner with Account Executives to create and execute integrated pre- and post-sales strategies, delivering long-term value for both the customer and ServiceNow. Leverage the right resources at the right time to ensure success
- 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
- Foster Strategic Alignment: 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
- Set Success Metrics and Milestones: 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
Our take
ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations, transforming old, manual ways of working into modern digital workflows. The company was founded in 2004 with a vision to build a cloud-based platform that would enable regular people to route work effectively through the enterprise.
Much as Salesforce enables a company to manage its external clients by keeping a record of all contacts and interactions, ServiceNow promises an internal system to meet the needs of employees. It has succeeded in claiming half the market, setting itself apart from legacy IT service-management software players like BMC Software, Hewlett Packard Enterprise, Cherwell Software and CA Technologies.
The company's success comes from two product traits: simplicity and customisability. ServiceNow's IT tools don't require the IT department to set them up. Once running, they offer a single collection centre for requests, data points and checklists, all of which can in turn be analysed by algorithms to predict needs, flag concerns and measure efficiency.
The company has more than 7,700 customers, including 85% of the Fortune 500 list of the United States' largest corporations. ServiceNow now looks to increase its revenue threefold in the upcoming years and has entered into a 5-year partnership plan with Visa, beginning with the launch of a Visa-integrated dispute resolution solution for issuers. The company is prioritising organic growth over mergers and acquisitions, with a target revenue of $15B, something which its Visa partnership will no doubt aid in achieving.
Freddie
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2012
$11m
GROWTH EQUITY VC
Feb 2012
$17.9m
GROWTH EQUITY VC
Total funding: $83.8m
Company benefits
- Generous family leave
- Matched donations
- Annual learning stipends
- Flexible PTO
- Competitive retirement plan
- Paid volunteer time
Company HQ
Santa Clara, CA
Salary benchmarks
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