Customer Success Executive, Strategic Accounts

About this role

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What you'll do

• Develop and nurture executive relationships (CIO, CFO, CHRO, business unit leaders), building the kind of trust senior stakeholders extend over time
• Own the customer’s post-sales journey end to end — implementation, adoption, and value realization — and are accountable for the KPIs that matter: technical health, renewal, satisfaction, and expansion
• Help translate customer goals into a platform roadmap tied to measurable business outcomes
• Set clear, measurable success metrics with the customer, track progress, and refine the plan as milestones shift
• Support and help coordinate co-delivery models across ServiceNow, GSIs, and SI partners so delivery feels seamless to the customer
• Bring a discovery-first mindset — ask the right questions before proposing a fix, and know when to loop in accelerators, advisory sessions, or expert services
• Contribute to implementation and readiness strategies that help shorten time-to-value
• Support delivery governance on multi-track programs, including organizational change efforts

Who can apply

• Help build and communicate the value story for your accounts — able to speak to advisory and platform value, not just professional services ROI
• Champion ServiceNow’s best practices and stay current on how AI and agentic capabilities are changing customer operating models
• Deliver strong, durable customer satisfaction that shows up in renewals and expansion
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 8–12 years in a professional services or consulting environment, ideally with exposure to technology-enabled transformation (Digital/SaaS/Enterprise Software)
• Experience working with or supporting CxO-level stakeholders, with the poise to grow into owning those relationships directly
• Experience at large India enterprise accounts, with solid judgment navigating multiple stakeholders
• Strong command over knowledge of digital transformation — design, implementation, and management

About ServiceNow

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