Customer Success Executive
Job Description
We’re looking for someone who can walk into a boardroom with a CIO, CFO, or CHRO and be treated as a peer — not a vendor. This person owns post-sales outcomes across the full customer lifecycle — implementation, adoption, and value realization — in ServiceNow’s large enterprise accounts in India, building the trusted relationships and business fluency that connect the customer’s ambition to what ServiceNow can deliver. Success here isn’t measured by activity — it’s whether your accounts renew, expand, and see real value from the platform.
This is a foundational role with real room to grow — you’ll be building the account ownership and executive presence the next level of this career path demands.
What you get to do in this role:
• 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
Requirements
Department: Customer Excellence HQ
Function: Customer Service
Experience Level: Not Applicable