客户成功执行官，美国联邦
Customer Success Executive, U.S. Federal
它始于工程师 Fred Luddy 为他的同事 Phyllis 编写了一段自动化繁琐任务的代码。她感动得喜极而泣。那一刻激发了 Fred 创建一家公司，让每个人都能摆脱琐事，专注于更有意义的工作。如今，ServiceNow 是企业重塑的 AI 控制中心。我们的 ServiceNow AI 平台整合任何 AI、任何数据和任何工作流程，帮助85%的财富500强®企业更聪明、更快、更好地工作。我们正在构建一种 AI 原生文化，让技术和人才 unstoppable 地结合在一起。而我们才刚刚开始。
加入我们，让 AI 为人们工作。
客户成功执行官负责在我们最重要的客户中进行售后活动的战略领导和执行。这个职位在推动 ServiceNow 长期价值方面起着关键作用，通过加速客户的成功旅程，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，你将与 C 级和高级管理人员合作，指导业务转型的顺利交付，并与 ServiceNow 的团队和战略合作伙伴建立协作关系。
你在这个职位上将做的事情包括：
· 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，实现业务成果并传达平台价值故事。
· 战略协作：与客户经理合作，制定并执行集成的售前和售后策略，为客户和 ServiceNow 创造长期价值。在正确的时间利用合适的资源以确保成功。
· 降低风险并推动价值：主动识别可能影响成功的风险，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）：指导并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。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 的领导者建立关系，并持续纳入客户反馈以推动
查看英文原文
#### Company Description
It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.
Join us to put AI to work for people.
#### 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 and senior 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 and communicate the platform value story.
- 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 throughout all phases, acting as a trusted advisor to both internal and C-level customer executives. You will be an expert in governance, strategy, change management, 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 consulting firm, solution consulting, or similar positions focused on technology-enabled business transformations (Digital/SaaS/Enterprise Software).
- Experience supporting or working with U.S. Federal customers preferred
- 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
- 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.
For positions in this location, we offer a base pay of **$148,400 - $231,900**, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
#### 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 and their assigned work location. [Learn more here](https://careers.servicenow.com/life-at-servicenow#workpersonas). To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
**Equal Opportunity Employer**
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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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