Customer Success Executive

Role Description

You are the primary relationship owner for a portfolio of accounts where the focus is helping customers adopt ServiceNow and realise the business value it delivers. You are accountable for adoption progress and customer success across your portfolio. This is a post-sales relationship role — you are the consistent presence the customer relies on, and the foundation from which strategic partnership is built. You can walk a customer through their success plan, identify risks before they escalate, and have a credible conversation about the value the platform is delivering. This role combines the orchestration and relationship management skills that keep customers on track, lead value conversations, and drive business outcomes.

What you get to do in this role:

• Hold clear accountability within your account portfolio — for adoption (entitlements, deployment,consumption and usage) and customer satisfaction
• Build alignment and sponsorship with senior leaders in the customer. Understand the key stakeholders across IT, the business units and procurement, and the relevant partners; map them against ServiceNow's relationships, assess how strong each one is, and close the gap
• Have value-led conversations with customer stakeholders at Director and VP level — able to articulate what the platform has delivered, what the next opportunity looks like, and beginning to shape how the customer thinks about their roadmap
• Build and maintain success plans tied to customer business outcomes, agreeing value realisation measures with the customer and tracking progress against them
• Drive adoption of AI and agentic capabilities on your accounts. Identify where customers are entitled but not yet deploying, and work with the account team to move them from entitlement to live use and measurable outcomes
• Identify adoption and renewal risks early and act on them, using our standard risk process and securing approvals where needed. Manage escalations, engaging the right resources and driving the resolution plan to closure
• Establish standard governance structures within ServiceNow teams and in partnership with the customer, so decisions have a clear path and accountability is driven towards a successful outcome
• Advise and support customer implementations of ServiceNow — whether delivered by Expert Services, a ServiceNow partner or the customer's own team — so delivery stays aligned to the outcomes in the success plan
• Identify Impact and Professional Services upsell conversations on your accounts — recognising when a customer is ready to expand, and providing pre-sales support as required
• Orchestrate delivery across the account team and broader ServiceNow ecosystem — coordinating with TAS, Expert Services and Partners to ensure each intervention is set up to deliver the right outcome for the customer
• Act as a champion for ServiceNow internally, contributing clear account insight and evidence to reviews of customer health, status, escalations and renewals, while sharing customer success stories, helping create new use cases that showcase platform impact, and feeding customer insights into broader initiatives to drive continuous improvement

Department: Customer Outcomes
Function: Customer Service
Experience Level: Not Applicable