Customer Success Executive, Strategic Accounts

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About the role

We’re looking for someone who can walk into a boardroom with a CIO, CFO, or CHRO and be treated as a peer — not a vendor. This person owns post-sales outcomes across the full customer lifecycle — implementation, adoption, and value realization — in ServiceNow’s large enterprise accounts in India, building the trusted relationships and business fluency that connect the customer’s ambition to what ServiceNow can deliver. Success here isn’t measured by activity — it’s whether your accounts renew, expand, and see real value from the platform. This is a foundational role with real room to grow — you’ll be building the account ownership and executive presence the next level of this career path demands. What you get to do in this role: • Develop and nurture executive relationships (CIO, CFO, CHRO, business unit leaders), building the kind of trust senior stakeholders extend over time • Own the customer’s post-sales journey end to end — implementation, adoption, and value realization — and are accountable for the KPIs that matter: technical health, renewal, satisfaction, and expansion • Help translate customer goals into a platform roadmap tied to measurable business outcomes • Set clear, measurable success metrics with the customer, track progress, and refine the plan as milestones shift • Support and help coordinate co-delivery models across ServiceNow, GSIs, and SI partners so delivery feels seamless to the customer • Bring a discovery-first mindset — ask the right questions before proposing a fix, and know when to loop in accelerators, advisory sessions, or expert services • Contribute to implementation and readiness strategies that help shorten time-to-value • Support delivery governance on multi-track programs, including organizational change efforts • Help build and communicate the value story for your accounts — able to speak to advisory and platform value, not just professional services ROI • Champion ServiceNow’s best practices and stay current on how AI and agentic capabilities are changing customer operating models • Deliver strong, durable customer satisfaction that shows up in renewals and expansion To be successful in this role you have: • Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry. • 8–12 years in a professional services or consulting environment, ideally with exposure to technology-enabled transformation (Digital/SaaS/Enterprise Software) • Experience working with or supporting CxO-level stakeholders, with the poise to grow into owning those relationships directly • Experience at large India enterprise accounts, with solid judgment navigating multiple stakeholders • Strong command over knowledge of digital transformation — design, implementation, and management • Emerging expertise in one industry • IT, HR, or GBS transformation exposure • Experience partnering with Big 4 or large SI’s in a delivery context • 2–5 years of experience on large, multi-tracked programs, ideally including organizational change management • Experience leveraging AI to enhance work processes, decision-making, and problem-solving — including AI-powered automation, workflow optimization, and data-driven insights • Prior ServiceNow platform exposure is a strong plus — but we’ll weight fast learning and the ability to translate the platform into business language just as heavily Why this role is worth being ambitious about You’ll be backed by proven practices drawn from thousands of engagements, with a clear runway for growth as you build account ownership and executive trust. If you w

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