Customer Success Executive
ServiceNow · Posted Oct 29
Cloud-based workflow automation and artificial intelligence platform services
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About the role
ServiceNow’s customer success organization supports large enterprise accounts in India across implementation, adoption, and value realization. The role works with CxO stakeholders and partners such as GSIs and SIs to connect customer goals to platform outcomes, drive renewals and expansion, and apply AI and agentic capabilities to customer operating models. It is a post-sales account ownership role with accountability for technical health, satisfaction, and measurable business value.
What you will 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
- 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
Skills used in this role
What the employer is looking for
- 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
- Emerging expertise in one industry
- IT, HR, or GBS transformation exposure
- Experience partnering with Big 4 or large SI’s in a delivery context
- 2–5 years of experience on large, multi-tracked programs, ideally including organizational change management
- Experience leveraging AI to enhance work processes, decision-making, and problem-solving — including AI-powered automation, workflow optimization, and data-driven insights
- Prior ServiceNow platform exposure is a strong plus — but we’ll weight fast learning and the ability to translate the platform into business language just as heavily
Benefits and support
- Compensation and benefits are detailed in the job posting
About ServiceNow
ServiceNow provides an end-to-end cloud-based platform and workflow automation solutions that help enterprises digitize and unify operations. Its platform leverages artificial intelligence and machine learning to streamline IT service management, customer service, and business processes.
- Industry
- Software Development
- Company size
- 10001+ employees
- Founded
- 2004
- Location
- Santa Clara, California, USA
- Funding stage
- Public Company
Funding
Public Company · $4.08B raised
- 2026-04-17Post IPO Debt$4.00B
Leadership
Chairman and Chief Executive Officer
President and Chief Financial Officer
President, Chief Product Officer and Chief Operating Officer
Chief Technology Officer and EVP, DevOps
Recent coverage
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