Senior Customer Success Executive – ServiceNow

This is a fully remote position, open to applicants in Washington.

📋 Description

• Manage the post-sale customer relationship as a C-Suite/executive-level advisor regarding ServiceNow offerings.

• Enhance customer satisfaction and drive retention through Impact delivery.

• Lead complex transformations for the largest and most strategic clients.

• Align ServiceNow Customer Excellence roles with governance frameworks, customer objectives, and organizational priorities.

• Supervise Impact value management and exhibit strategic oversight.

• Identify opportunities for professional services pipeline through product capability road mapping, value blueprints, and adoption analysis.

• Provide pre-sales support for funnel opportunities.

• Collaborate with Impact team members to craft executive-ready customer narratives.

• Influence customer organizational strategy with senior executives using emerging trends, best practices, and industry-specific thought leadership.

• Standardize delivery methodologies while ensuring governance and quality standards are met.

• Build relationships with ServiceNow leaders and advocate for product advancements based on customer insights.

• Mentor Customer Success resources on best practices for transformation.

• Identify risks and take steps to prevent customer or revenue churn.

• Collaborate with Sales Teams on product adoption and customer retention initiatives.

• Oversee customer project/program governance and assist in creating suitable governance models.

• Assist customers in recognizing missed contractual SLAs and taking necessary actions.

• Enhance customer satisfaction as well as the satisfaction of internal customer stakeholders.

⛳️ Requirements

• Experience in utilizing or critically analyzing the integration of AI into work processes, decision-making, or problem-solving.

• Significant experience collaborating with senior IT and business leaders.

• Proven ability to translate corporate strategy/objectives into applied ServiceNow technology within the client’s environment.

• PMP certification preferred.

• Required project management experience.

• Necessary ServiceNow experience.

• At least 10+ years in client-facing roles concentrating on account management, consulting, or transformation leadership.

• Experience in executive-level leadership roles, with a demonstrated history of influencing senior stakeholders and driving strategic outcomes, is strongly preferred.

• Experience providing 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).

• Capable of diagnosing project problems, developing solutions, facilitating client communications, making decisions, documenting processes, managing client expectations, and leading teams.

• Ability to leverage AI to enhance workflows, customize customer solutions, and inform strategic decisions.

• Proficient in articulating AI system design, ethical implications, and platform use cases clearly.

• Must be eligible to work in the United States; role location is within the United States.

🏝️ Benefits

• Equity (when applicable).

• Variable/incentive compensation.

• Health plans.

• Flexible spending accounts.

• 401(k) Plan with company match.

• Employee Stock Purchase Plan (ESPP).

• Matching donations.

• Flexible time away plan.

• Family leave programs.

• Flexible or remote work options.