Customer Success Executive, Strategic Accounts

About the role

You will manage the full post-sales lifecycle for large enterprise accounts in India, acting as a peer to C-suite executives. This role focuses on driving platform adoption, renewal, and expansion by connecting business goals to technical outcomes.

Key facts

What you'll do

• Build and maintain long-term trust with CIOs, CFOs, CHROs, and business unit leaders.
• Manage the end-to-end customer journey, including implementation, adoption, and value realization.
• Define and track success metrics to ensure technical health and account expansion.
• Coordinate delivery efforts across internal teams, GSIs, and SI partners.
• Translate business objectives into platform roadmaps.
• Provide guidance on organizational change and delivery governance for multi-track programs.
• Communicate the value of the platform and advisory services to stakeholders.
• Apply a discovery-first approach to identify the right solutions and expert services.

Requirements

• 8 to 12 years of experience in professional services or consulting, specifically within digital, SaaS, or enterprise software transformation.
• 2 to 5 years of experience managing large, multi-tracked programs, including organizational change management.
• Demonstrated ability to work with CxO-level stakeholders.
• Experience navigating complex stakeholder environments within large Indian enterprise accounts.
• Proficiency in digital transformation design, implementation, and management.
• Experience partnering with Big 4 firms or large SIs in a delivery capacity.
• Background in IT, HR, or GBS transformation.
• Proven ability to use AI tools for workflow automation, data analysis, and decision-making.
• Emerging expertise in at least one industry.

Nice to have

• Prior experience working with the ServiceNow platform.

Skills & tools

• AI-powered automation and workflow optimization
• Digital transformation strategy
• Executive relationship management
• Delivery governance
• Enterprise software implementation

Practical notes

ServiceNow operates with flexible work personas based on role requirements and location. The company is an equal opportunity employer and provides reasonable accommodations for the application process upon request. Employment may be subject to export control regulations where applicable.