Customer Success Executive

Summary

Join ServiceNow's Customer Success team as a Customer Success Executive and drive value for one of our largest and most strategic accounts based anywhere in Israel. Develop and manage a Customer Impact account plan to accelerate business and platform value. Work closely with customer executive management and strategic partners to align stakeholders, achieve buy-in to the ServiceNow transformation, and accelerate adoption. Collaborate with ServiceNow Success and Platform Architects, leveraging Impact assets. The ideal candidate will have a senior-level background driving vision, governance, strategy, and architecture within a customer environment to enable digital transformation, leading large teams, and serving as a trusted advisor to executive stakeholders and C-level clients. Ensure critical operational KPIs are delivered, including NPS, product adoption, and renewal.

Requirements

• AI Integration & Thought Leadership: Experience leveraging AI to enhance work processes, decision-making, and problem-solving, including AI-powered automation, workflow optimization, and data-driven insights
• Enterprise SaaS Transformation & Strategic Advisory: Extensive experience leading large-scale digital transformations within SaaS or enterprise software environments
• C-Level Presence & Relationship Management: Proven ability to engage, influence, and build lasting relationships with senior executives, including within some of the world’s largest enterprises
• Leadership Expertise: A minimum of 15 years in management consulting, solution consulting, or a leadership role at a top-tier consulting firm, with a strong track record of exceeding business objectives
• Strategic Account Management: Demonstrated success in leading high-impact customer success or consulting teams and managing complex, strategic accounts
• Business Acumen & Problem-Solving: Ability to identify, analyze, and solve complex business challenges while aligning technology solutions with customer objectives
• Cross-Functional Leadership: Strong experience working across multiple departments, driving alignment, and managing stakeholders in large, matrixed organizations
• Adaptability & Change Management: Ability to navigate dynamic environments, adjusting strategies to meet evolving customer and business needs
• Operational & Execution Excellence: Skilled at designing and implementing scalable, repeatable processes while maintaining a hands-on approach to drive successful execution
• Collaboration & Communication: Exceptional ability to communicate complex ideas clearly, foster collaboration across teams, and influence stakeholders at all levels
• Customer-Centric Mindset: Deep understanding of customer challenges, needs, and motivations, with a focus on delivering value-driven solutions and ensuring long-term success

Responsibilities

• As a trusted advisor your will drive enterprise level cross functional executive alignment and ServiceNow buy-in in VLE customers and ensure success expectation are met
• You will advise and coach executive leaders on how CS delivery can be optimized to deliver digital transformation
• Accountable for delivering results against KPIs (e.g., technical health, product adoption, NPS, CS renewal) for success resources within a strategic account
• You will own the engagement, drive towards business outcomes and successful transformation
• Ensure that the deliverables are being met against the timeline and engaging of the right resources at the right time
• Evangelize ServiceNow customer success stories and processes to enable transformation and sales
• You will ensure that customers derive the maximum value from their ServiceNow investment and utilize their licenses
• Collaborate with ServiceNow stakeholder teams to ensure product adoption, growth attainment and increased footprint
• Responsible for executing the Global Customer Success Strategy and optimizing the delivery of Customer Success KPIs, Quality Assurance, and the profitable delivery of the customer engagements to achieve your regional goals
• Owns the post sales customer relationships for Customer Success offering, including resolution of escalations
• Works with services sellers to convert legacy customer success packages to new Customer Success offering
• Successfully transition team and customers from current success motions to future state success with minimal CSAT impact
• Develop relationships with internal leaders, including the Customer Success GEO leaders where alignment on strategy and delivery is a must
• Contribute thought leadership on how Customer Success delivery can be optimized