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 trusted advisor at the C-suite/executive level.

• Enhance customer satisfaction and promote retention through effective Impact delivery.

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

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

• Drive Impact value management and offer 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 create executive-ready narratives for customers.

• Shape organizational strategies for customers alongside senior executives.

• Offer industry-specific thought leadership and align delivery methods with market needs.

• Standardize delivery methodologies while ensuring governance and quality standards.

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

• Mentor Customer Success resources on best practices in transformation.

• Identify risks and prevent customer or revenue churn.

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

• Guide internal project/program governance along with customer governance models.

• Assist customers in identifying missed contractual SLAs and take necessary actions.

• Enhance customer satisfaction and the satisfaction of internal customer stakeholders.

⛳️ Requirements

• Experience in utilizing or critically evaluating how to integrate AI into work processes, decision-making, or problem-solving.

• Extensive experience working with senior IT and business leaders.

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

• PMP certification preferred.

• Required experience in project management.

• ServiceNow experience is mandatory.

• At least 15+ years in client-facing roles with a focus on account management, consulting, or transformation leadership.

• Experience in executive-level leadership roles is highly preferred.

• Background in 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 in diagnosing project problems, developing solutions, managing client communications, facilitating decision-making, documentation, managing client expectations, and leading teams.

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

• Capability to clearly articulate AI system design, ethical considerations, and platform use cases.

• Must reside in the United States; Washington location specified.

🏝️ 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.