Customer Success Executive

About the Company

Founded in 2004 in San Diego, California, ServiceNow has grown into a major global technology company focused on AI-enabled cloud solutions. Its platform helps organizations connect people, systems, and processes so they can work more intelligently and efficiently. Today, the company serves more than 8,100 customers, including 85% of the Fortune 500®, with the goal of helping everyone work better.

Role Overview

The Customer Success Executive will lead post-sales strategy and execution for the company’s most important accounts. The role is responsible for helping customers realize value faster, supporting stable renewals, and ensuring ServiceNow delivers meaningful impact across large-scale transformation programs.

In this position, you will act as a trusted advisor to senior leaders, work closely with internal teams and partners, and help customers move through their transformation journey with clarity and confidence.

Key Responsibilities

• Own the customer’s post-sales journey by aligning ServiceNow solutions with business objectives and bringing relevant industry insight into discussions with executive stakeholders.
• Work alongside Account Executives to shape and deliver coordinated pre-sales and post-sales plans that create lasting value for both the customer and ServiceNow.
• Identify delivery or adoption risks early and partner with customer and internal teams to resolve issues before they affect outcomes.
• Support the Customer Success function in tracking important KPIs such as adoption, technical health, renewals, customer satisfaction, and expansion opportunities.
• Collaborate with customers to align product direction and business priorities, while uncovering opportunities for additional revenue growth.
• Build strong connections with ServiceNow leadership and use customer feedback to drive ongoing improvement across the organization.
• Encourage innovation, learning, and thoughtful experimentation while helping customers reach long-term transformation goals.
• Define success measures and milestones with customers, then review progress regularly and adjust transformation plans when needed.

Ideal Candidate Profile

This opportunity suits a senior strategic advisor with deep experience in enterprise SaaS transformation, consulting, and executive-level relationship management. The role calls for someone who can guide complex digital change initiatives and influence outcomes in large, matrixed organizations.

Additional Requirements

• Experience using AI to improve workflows, decision-making, automation, and data-driven problem solving.
• Ability to travel to Kuwait every week.
• Strong background in enterprise software or SaaS transformation at scale.
• Demonstrated success building and maintaining relationships with C-level executives in major enterprises.
• At least 15 years of experience in management consulting, solution consulting, or a leadership role at a top-tier consulting firm.
• Proven track record of leading customer success, consulting, or strategic account teams.
• Strong commercial judgment and problem-solving ability in complex business situations.
• Experience working across multiple functions and aligning stakeholders in large organizations.
• Ability to adapt plans and operating approaches in changing environments.
• Comfort designing scalable processes while staying hands-on to ensure execution.
• Excellent communication and collaboration skills across all levels of an organization.
• Customer-first mindset with a focus on long-term value creation and measurable outcomes.

Additional Information

ServiceNow uses flexible work personas, which may include flexible, remote, or office-based arrangements depending on the role.

The company is committed to equal opportunity hiring and considers all qualified applicants without discrimination based on protected characteristics, in line with applicable law.

Reasonable accommodations are available for candidates who need support during the application process or an alternate method of applying.

For roles that involve access to controlled technology, employment may depend on receiving any required export control approval or license from the relevant authorities.