Customer Success Executive

🔥 15 hours ago

🏄 California – Remote

🏄 California – Remote

💵 $113.7k - $177k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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ServiceNow

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2004

🏢 Enterprise

☁️ SaaS

🤖 Artificial Intelligence

💰 Post-IPO Equity on 2022-12

Enterprise • SaaS • Artificial Intelligence

ServiceNow is a platform that offers AI-powered solutions and automation for businesses to enhance productivity and streamline workflows. Its AI agents are designed to autonomously learn, reason, make decisions, and take action to transform business processes across various domains such as IT, HR, customer service, and app development. The platform enables organizations to integrate data from diverse sources, facilitating business transformation and operational efficiency. Recognized for its leadership in AI IT service management and trusted by a significant portion of the Fortune 500, ServiceNow collaborates with other global leaders like Microsoft and AWS to bring advanced AI capabilities to modernize business operations.

📋 Description

• Own primary relationships for a portfolio of accounts and drive customer adoption and success • Track adoption, including entitlements, deployment, consumption, and usage, and customer satisfaction • Build alignment and sponsorship with senior customer leaders and map key stakeholders • Conduct value-led conversations with Director- and VP-level stakeholders • Build and maintain success plans tied to customer business outcomes and track value realization • Drive adoption of AI and agentic capabilities • Identify and manage adoption and renewal risks, escalations, and resolution plans • Establish governance structures with ServiceNow teams and customers • Advise and support ServiceNow customer implementations • Identify Impact and Professional Services upsell opportunities and provide pre-sales support • Orchestrate delivery across account teams, TAS, Expert Services, and partners • Champion ServiceNow internally through account insights, customer health reviews, success stories, use cases, and customer feedback

🎯 Requirements

• 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, including 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 • Comfort with senior stakeholder conversations, typically Director and VP level • Commercial mindset and ability to assess business cases, expected outcomes, costs, and P&L implications • Working understanding of customer contracts, including term, renewal dates, and product swaps • AI literacy • Working understanding of software delivery, including the software development lifecycle and Agile approaches such as Scrum

🏖️ Benefits

• Equity (when applicable) • Variable/incentive compensation • Health plans • Flexible spending accounts • 401(k) Plan with company match • ESPP • Matching donations • Flexible time away plan • Family leave programs

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