Senior Customer Success Executive – ServiceNow

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☕ Washington – Remote

☕ Washington – Remote

💵 $165.5k - $289.6k / year

⏰ Full Time

🟠 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

• Own the post-sale customer relationship as a C-Suite/executive-level advisor on ServiceNow offerings • Increase customer satisfaction and drive retention through Impact delivery • Lead high-complexity transformations for the largest and most strategic customers • Align ServiceNow Customer Excellence roles with governance frameworks, customer objectives, and organizational priorities • Oversee Impact value management and demonstrate strategic oversight • Identify professional services pipeline opportunities through product capability road mapping, value blueprints, and adoption analysis • Provide pre-sales support for funnel opportunities • Partner with Impact team members to create executive-ready customer narratives • Shape customer organizational strategy with senior executives through emerging trends, best practices, and industry-specific thought leadership • Standardize delivery methodologies and ensure governance and quality standards • Establish relationships with ServiceNow leaders and advocate for product evolution based on customer insights • Mentor Customer Success resources on transformation best practices • Identify risks and prevent customer or revenue churn • Work with Sales Teams on product adoption and customer retention plans • Guide customer project/program governance and help create appropriate governance models • Help customers identify missed contractual SLAs and take necessary action • Improve customer satisfaction and the satisfaction of internal customer stakeholders

🎯 Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving • Significant experience collaborating with senior IT and business leaders • Track record of translating corporate strategy/objectives into applied ServiceNow technology in the client’s environment • PMP preferred • Project management experience required • ServiceNow experience required • Minimum 10+ years in client-facing roles focused on account management, consulting, or transformation leadership • Experience in executive-level leadership roles, with a proven track record of influencing senior stakeholders and driving strategic outcomes, strongly preferred • Experience delivering consulting services in IT Strategy and Planning, IT Operations and Management, Human Resources, Security Operations, Customer Service Management, IT Processes, IT Governance, IT Portfolio/Program/Project Management, or IT Project Delivery (SDLC) • Experience with project problem diagnosis, solution development, client communications, decision-making facilitation, documentation, managing client expectations, and team leadership • Ability to leverage AI to optimize workflows, tailor customer solutions, and inform strategic decisions • Ability to articulate AI system design, ethical implications, and platform use cases clearly • Must be eligible to work in the United States is not stated; role location is United States

🏖️ 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 • Flexible or remote work persona

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