客户成功主管
Customer Success Executive
#### 公司简介
一切始于2004年阳光明媚的美国圣地亚哥，当时一位有远见的工程师Fred Luddy看到了改变我们工作方式的潜力。如今，ServiceNow已成为全球市场领导者，为超过8100家客户提供创新的AI增强技术，其中包括85%的财富500强®企业。我们的智能云平台无缝连接人员、系统和流程，使组织能够找到更聪明、更快、更好的工作方式。但这只是我们旅程的开始。加入我们，共同实现让世界更好地为每个人工作的使命。
#### 职位描述
客户成功执行官负责在我们最重要的客户账户中，对售后活动的战略领导和执行负责。该职位在推动ServiceNow长期价值方面发挥关键作用，加快客户成功之旅，确保可预测的续约，并最大化ServiceNow在其业务转型计划中的影响。
作为值得信赖的顾问，您将与高管合作，指导业务转型的顺利实施，并与ServiceNow的团队和战略合作伙伴建立协作关系。
您在这个职位中将从事以下工作：
- 推动售后成功：负责并领导客户的售后转型，将ServiceNow的产品与客户目标对齐，并带来相关的行业思想领导力。与C级高管建立牢固的关系，以实现业务成果。
- 战略协作：与客户经理合作，制定并执行整合的售前和售后策略，为客户和ServiceNow创造长期价值。在正确的时间利用合适的资源，确保成功。
- 降低风险并推动价值：主动识别可能影响成功的潜在风险，并与客户和内部团队合作制定克服这些风险的策略，确保顺利实现价值。
- 关注关键绩效指标（KPI）：指导和激励客户成功团队达成关键运营KPI——采用率、技术健康状况、续约率、客户满意度和扩展性。与客户紧密合作，对其路线图进行对齐，并推动新的收入机会。
- 建立战略一致性：与ServiceNow的领导建立关系，并持续纳入客户反馈以推动持续改进。将业务转型的洞察与客户对齐。
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#### Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
#### Job Description
The Customer Success Executive is accountable for the strategic leadership and execution of post-sales activities within our most valuable accounts. This position plays a crucial role in driving ServiceNow’s long-term value by accelerating customers’ journey to success, ensuring predictable renewals, and maximizing the impact of ServiceNow across their business transformation initiatives.
As a trusted advisor, you’ll partner with C-level executives, guide seamless delivery of business transformation, and foster collaboration with ServiceNow’s teams and strategic partners.
What You Get to Do in This Role:
- Drive Post-Sales Success: Own and lead the customer’s post-sales transformation, aligning ServiceNow’s offerings to customer goals, and bringing relevant industry thought-leadership to the table. Foster strong relationships with C-Level executives to deliver on business outcomes.
- Collaborate Strategically: Partner with Account Executives to create and execute integrated pre- and post-sales strategies, delivering long-term value for both the customer and ServiceNow. Leverage the right resources at the right time to ensure success.
- Mitigate Risks and Drive Value: Proactively identify potential risks to success and work with the customer and internal teams to develop strategies to overcome them, ensuring a smooth path toward value realization.
- Focus on Key Performance Indicators (KPIs): Guide and inspire the Customer Success team to meet critical operational KPIs—adoption, technical health, renewals, customer satisfaction, and expansion. Work closely with customers to align their roadmap and drive new revenue opportunities.
- Foster Strategic Alignment: Build relationships with ServiceNow leaders and consistently incorporate customer feedback to drive continuous improvement. Align business transformation insights with organizational goals to ensure long-term success.
- Advocate for Innovation and Continuous Learning: As a strategic thought leader, drive innovative solutions for our customers, always looking for opportunities to help them achieve their long-term goals. Foster a culture of agility and calculated risk-taking within the team.
- Set Success Metrics and Milestones: Establish clear, measurable success metrics with the customer, and regularly review progress. Refine business transformation plans as needed to ensure milestones are met and value is realized.
#### Qualifications
The ideal candidate will have extensive experience leading large-scale digital business transformations, acting as a trusted advisor to both internal and C-level customer executives. You will be an expert in governance, strategy, and execution across cross-functional teams and have a track record of delivering scalable, repeatable success. Your passion for driving customer success at an enterprise scale and your ability to work in complex, dynamic environments will be key to your success in this role.
To be successful in this role, you will need:
- 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.
- Educational Background: BA/BS or equivalent required, Master’s degree preferred.
- Experience: A minimum of 12 years in a management consulting or leadership role at a top-tier consulting firm, solution consulting, or similar positions focused on technology-enabled business transformations (Digital/SaaS/Enterprise Software).
- Leadership Expertise: Demonstrated success in running large-scale, strategic accounts and exceeding business objectives. Proven track record in building and leading high-performing Customer Success or Consulting teams.
- Business Acumen: Strong experience in identifying and solving complex business problems and aligning solutions with customer business objectives.
- Cross-Functional Leadership: A history of working across multiple functions and driving alignment in large, matrixed environments.
- C-Level Relationships: Strong experience building relationships with C-level business leaders, including within some of the world’s largest enterprises.
- Adaptability: Ability to thrive in rapidly changing environments, adapting strategies to new challenges and opportunities.
- Execution Focus: Ability to create repeatable processes for scalable execution while maintaining a hands-on approach to ensure critical tasks are completed efficiently.
- Collaboration and Communication: Excellent communicator and influencer, with the ability to work effectively across a global organization and foster collaboration at all levels.
- Customer Focus: Deep understanding of customer needs, challenges, and motivations, with a keen ability to address concerns and ensure satisfaction.
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#### Additional Information
**Work Personas**
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. [Learn more here](https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/other-document/careers/new-world-of-work-personas.pdf).
**Equal Opportunity Employer**
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
**Accommodations**
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [globaltalentss@servicenow.com](mailto:globaltalentss@servicenow.com) for assistance.
**Export Control Regulations**
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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