Customer Success Executive

Orlando, Florida, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Cloud Computing, Enterprise Software, AI TechnologyIndustries

Requirements

Candidates must have extensive experience leading large-scale digital business transformations and acting as a trusted advisor to C-level executives. Expertise in governance, strategy, and execution across cross-functional teams is required, along with a proven track record of delivering scalable, repeatable success. A passion for driving enterprise-scale customer success and the ability to work in complex, dynamic environments are essential. A Bachelor of Arts/Science degree or equivalent is required. Experience leveraging or critically thinking about integrating AI into work processes, decision-making, or problem-solving is also necessary.

Responsibilities

The Customer Success Executive will be accountable for the strategic leadership and execution of post-sales activities within key accounts, driving long-term value by accelerating customer success, ensuring predictable renewals, and maximizing the impact of ServiceNow. Responsibilities include acting as a trusted advisor to C-level executives, guiding business transformation, fostering collaboration, and aligning ServiceNow offerings with customer goals. The role involves partnering with Account Executives on integrated sales strategies, mitigating risks, driving value realization, and guiding the Customer Success team to meet KPIs such as adoption, technical health, renewals, customer satisfaction, and expansion. The executive will also build relationships with ServiceNow leaders, incorporate customer feedback for continuous improvement, advocate for innovative solutions, and establish clear success metrics and milestones with customers.

Skills

Customer Success

Account Management

Relationship Management

Strategic Planning

Business Transformation

Risk Mitigation

Cross-functional Collaboration

C-level Engagement

ServiceNow

Cloud-based platform for digital workflows

About ServiceNow

ServiceNow offers a cloud-based platform that helps businesses automate and manage their operations, improving efficiency and enhancing customer and employee experiences. The Now Platform includes applications for IT operations, customer service, human resources, and security operations, all accessible over the internet. Targeting large enterprises across various industries, ServiceNow operates on a software-as-a-service (SaaS) model, generating revenue through subscription fees and professional services. The company's goal is to streamline business processes and drive digital transformation for its clients.

Santa Clara, CaliforniaHeadquarters

2004Year Founded

$81.5MTotal Funding

IPOCompany Stage

Consulting, Consumer Software, Enterprise SoftwareIndustries

10,001+Employees

Benefits

Generous family leave

Flexible PTO

Matched Donations

Retirement benefits

Annual learning stipends

Paid volunteer time

Risks

Competitors like Nvidia and Google Cloud may outpace ServiceNow in AI advancements.

Over-reliance on AWS infrastructure could pose risks if AWS changes its strategy.

The departure of Era Software's co-founder may lead to strategic shifts within ServiceNow.

Differentiation

ServiceNow's Now Platform offers comprehensive digital workflow solutions across multiple business functions.

The company focuses on large enterprises, providing tailored solutions for diverse industries.

ServiceNow's SaaS model ensures steady recurring revenue through subscription fees.

Upsides

ServiceNow's partnership with AWS enhances AI-powered workflows, driving enterprise innovation.

The integration with Crowe Cyber Economic Risk Analyzer boosts ServiceNow's cybersecurity capabilities.

ServiceNow's AI-driven campaign with Idris Elba increases brand visibility and engagement.

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