Customer Success Executive

Job Description

The Team

The Customer Success team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Customer Success team, you will work with our customers to drive consumption, adoption, and customer satisfaction, ultimately helping our customers realize maximum business value from their investment in the ServiceNow platform.

Job Description

The Customer Success Executive will be responsible for driving value in one of ServiceNow’s largest and most strategic accounts in Saudi Arabia.

The person in this role will develop and manage a Customer Impact account plan to drive a roadmap of activities that accelerate business and platform value. The role will work closely with customer executive management (CxO, C-1) and strategic partners.

The aim is to align various executive stakeholders across the account (board members, brand leaders, IT), achieve buy-in to the ServiceNow transformation and roadmap, and accelerate the ServiceNow adoption journey. The role will collaborate with ServiceNow Success and Platform Architects and utilize Impact assets that are self-managed by the customer.

An ideal candidate will have achieved a senior leadership position, driving vision, governance, strategy, and architecture within a customer environment to enable digital transformation. They will have led large teams of internal and external resources, demonstrated leadership, and built trusted advisor relationships with C-level clients. Experience in developing and executing success processes and programs at scale is essential. The leader will ensure operational KPIs such as NPS, product adoption, and renewal rates are met.

What you get to do in this role :

• Act as a trusted advisor, driving enterprise-level cross-functional executive alignment and ServiceNow buy-in in VLE customers, ensuring success expectations are met.
• Advise and coach executive leaders on optimizing CS delivery for digital transformation.
• Deliver results against KPIs (e.g., technical health, product adoption, NPS, renewals) for success resources within a strategic account, owning engagement and driving towards business outcomes.
• Ensure deliverables meet timelines by engaging the right resources at the right times.
• Promote ServiceNow customer success stories and processes to enable transformation and sales.
• Maximize customer value from ServiceNow investments and licenses.
• Collaborate with stakeholder teams to ensure product adoption, growth, and footprint expansion.
• Execute the Global Customer Success Strategy, optimizing KPI delivery, quality assurance, and profitable engagement delivery.
• Manage post-sales customer relationships, including escalation resolution.
• Work with service sellers to transition legacy success packages to new offerings.
• Transition teams and customers to future success states with minimal CSAT impact.
• Develop relationships with internal leaders, including Customer Success GEO leaders, to align strategies and delivery.
• Contribute thought leadership on optimizing Customer Success delivery.

Qualifications

This role is ideal for a seasoned strategic advisor who thrives in high-impact environments and can guide enterprise customers through large-scale digital transformation.

Additional Information

Work Personas

We prioritize flexibility and trust in our distributed work environment. Work personas (flexible, remote, or in-office) are assigned based on job nature. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, marital status, veteran status, or any other protected category. Applicants with arrest or conviction records will also be considered as per legal requirements.

Accommodations

We aim to provide an accessible and inclusive application process. If you need accommodations or an alternative application method, contact

Export Control Regulations

Some positions require access to controlled technology subject to export regulations. ServiceNow may need to obtain export approval from government authorities. Employment is contingent upon obtaining any necessary export licenses.

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