Customer Success Executive

🔥 24 minutes ago

⚔️ Virginia – Remote

⚔️ Virginia – Remote

💵 $113.7k - $199k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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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

• Manage a portfolio of banking customers and build trusted relationships from practitioner to C-level • Align ServiceNow solutions to multi-year transformation goals and measurable business outcomes • Develop and manage Customer Impact Plans covering ServiceNow capabilities, Impact entitlements, adoption priorities, KPIs, and transformation roadmaps • Apply banking industry knowledge to operational resilience, regulatory compliance, risk, cybersecurity, customer and employee experience, technology modernization, and responsible AI adoption • Coach customers on the ServiceNow Platform, governance, and best practices to drive adoption and self-sufficiency • Lead governance meetings, workshops, executive business reviews, and on-site sessions • Monitor customer health, anticipate and mitigate renewal risk, and mobilize cross-functional teams to resolve critical issues and escalations • Orchestrate ServiceNow teams and strategic partners, including Product and Support, to align commitments and delivery • Communicate customer feedback, patterns, and industry needs while managing competing priorities with clear documentation and consistent follow-through

🎯 Requirements

• 5+ years of success in Customer Success or a consultative technology role • Proven ability to turn ambitious customer goals into actionable success plans, adoption roadmaps, governance, and measurable outcomes • SaaS or IT expertise • Ability to translate ServiceNow or comparable enterprise platform capabilities into clear business value • Strong record of guiding large enterprise customers • Credibility with senior and C-level stakeholders • Executive presence • Exceptional communication, facilitation, analytical, and problem-solving skills • Ability to mobilize cross-functional teams, navigate complexity, and deliver results across multiple customers and priorities • Knowledge of AI tools, governance, privacy, model risk, and responsible use in regulated environments • ServiceNow experience and credentials are a plus

🏖️ 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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