Customer Success Executive - Financial Services

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, Service Now is the AI control tower for business reinvention. Our Service Now 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.

What you get to do in this role:

The Customer Success Executive is accountable for the strategic leadership and execution of post-sales activities for our most valuable accounts. This position plays a crucial role in driving Service Now's long-term value by accelerating customers' journeys to success, ensuring predictable renewals, and maximizing the impact of Service Now across their business transformation  this role, you will oversee a portfolio of customers, helping them achieve business outcomes and increase adoption and usage of the Service Now products they have purchased through prescriptive guidance.

You will bring Service Now best practices, innovations, and capabilities to help customers achieve their goals.

As a trusted advisor, you will partner with C-level executives, guide the seamless delivery of business transformation, and foster collaboration among Service Now 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 by aligning Service Now offerings with customer goals and bringing relevant industry thought leadership to the engagement. Foster strong relationships with C-level executives to deliver measurable business outcomes.

Collaborate Strategically:

Partner with Account Executives to create and execute integrated pre- and post-sales strategies that deliver long-term value for both the customer and Service Now. Orchestrate the right resources at the right time to ensure success.

Mitigate Risks and Drive Value:

Proactivelyidentifyrisks to customer success and work with the customer, internal teams, and strategic partners to develop and execute mitigation strategies that support value realization.

Focus on Key Performance Indicators (KPIs):

Guide and inspire the Customer Success team to achieve critical operational KPIs, including adoption, technical health, renewals, customer satisfaction, and expansion. Work closely with customers to align their roadmaps,establish measurable success criteria, andidentifynew revenue opportunities.

Foster Strategic Alignment:

Build relationships with Service Now leaders and consistently incorporate customer feedback to drive continuous improvement. Align business transformation insights with customer and organizational goals to support long-term success.

Advocate for Innovation and Continuous Learning:

Serve as a strategic thought leader by advancing innovative solutions that help customers achieve their long-term goals. Foster a culture of agility, continuous learning, and calculated risk-taking across the team.

To be successful in this role you have:

• Educational Background:BA/BS degree or equivalent experience required.
• Experience:A minimum of 12 years of experience in management consulting, industry leadership, solution consulting, or a comparable role focused on technology-enabled business transformation within banking, financial services, digital, SaaS, or enterprise software.
• C-level Relationships:Strong experience building trusted relationships with C-level business and…