Customer Success Executive

About the role

This position leads post-sales strategy for major accounts, ensuring clients realize the full value of the ServiceNow platform. You will act as a primary advisor to C-level executives, guiding their digital transformation efforts while overseeing adoption, renewals, and expansion. You own the end-to-end commercial health of assigned strategic portfolios, aligning platform capabilities with specific client business objectives to drive measurable outcomes. As a trusted advisor, you translate complex platform roadmaps into clear narratives that resonate with executive sponsors and influence long-term vision. You will coordinate closely with internal stakeholders to identify risks early, ensuring timely interventions that protect retention and maximize customer lifetime value. This role demands a blend of strategic foresight and operational rigor to track progress against transformation initiatives and adjust tactics as market conditions evolve. You will leverage data to uncover growth opportunities, positioning the platform for upsell and cross-sell while reinforcing the credibility of the ServiceNow brand. Ultimately, you are the bridge between customer ambition and ServiceNow execution, ensuring that every engagement delivers on its promised business impact.

Key facts

What you'll do

• Analyze complex client ecosystems to uncover opportunities for platform expansion and identify underutilized capabilities that can drive higher value.
• Architect and own tailored success plans that map business outcomes to specific ServiceNow features, ensuring alignment between customer goals and platform adoption.
• Synthesize input from multiple internal teams to build cohesive narratives that address executive concerns around risk, value, and return on investment.
• Design and run structured business reviews that highlight progress, validate milestone completion, and surface new needs before they escalate.
• Partner with Product and Engineering teams to channel customer feedback into the roadmap, ensuring that solutions evolve in response to real-world demands.
• Develop and maintain detailed stakeholder maps that reveal influence networks, decision criteria, and latent needs across the client organization.
• Create scenario-based forecasts for retention and growth, modeling the financial impact of churn risk and outlining mitigation strategies for leadership.
• Lead cross-functional workshops that align internal stakeholders on account priorities, creating shared ownership of the customer's transformation journey.
• Establish a cadence of proactive outreach that balances strategic discussion with operational follow-up, reinforcing commitment without creating noise.
• Monitor leading and lagging indicators of health, correlating product usage data with business results to validate the success of deployed solutions.
• Champion the adoption of AI-powered automation within client workflows, demonstrating how intelligent workflows reduce manual effort and accelerate time to value.
• Represent ServiceNow at industry forums and client events, strengthening relationships and positioning the brand as a thought leader in enterprise transformation.

Requirements

• Bring a minimum of 15 years of experience in management consulting, solution consulting, or a senior leadership capacity at a top-tier firm.
• Show a proven history of managing complex, strategic accounts and leading high-impact teams through ambiguity and change.
• Provide extensive background in enterprise-level SaaS transformation and strategic advisory, with evidence of large-scale implementations.
• Demonstrate the ability to influence and build rapport with C-level executives at large global enterprises, using data and insight to guide conversations.
• Confirm fluency in both Finnish and English, ensuring precise communication and nuanced understanding in both written and verbal contexts.
• Exhibit a track record of cross-functional leadership within matrixed organizations, navigating competing priorities without direct authority.
• Highlight experience in driving digital transformation initiatives that require aligning people, process, and technology at scale.
• Display strong judgment in handling confidential information and managing sensitive discussions with executive-level stakeholders.

Skills & tools

• AI-powered automation and workflow optimization
• Data-driven decision making
• Enterprise SaaS transformation
• Change management
• Strategic account planning

Practical notes

• ServiceNow is an equal opportunity employer.
• Candidates requiring application accommodations should contact globaltalentss@servicenow.com.
• Employment may be contingent upon obtaining necessary export control approvals for access to specific technologies.
• The company utilizes flexible work personas based on the nature of the role.