Senior Customer Success Executive – ServiceNow

ServiceNow

. Own the post-sale customer relationship as a C-Suite/executive-level advisor on ServiceNow offerings .

Posted 11/2/2026full-timeRemote • Washington • United StatesSenior💰 $165,500 - $289,600 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in client-facing roles with a focus on account management and transformation leadership, leveraging ServiceNow technology to drive strategic outcomes. Proven ability to mentor teams, manage complex projects, and enhance customer satisfaction through effective governance and delivery methodologies.

Highest-signal resume keywords

ServiceNow ExperienceProject Management ExperienceExecutive-Level LeadershipConsulting Services DeliveryAI Integration in Work Processes

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Project ManagementIT Strategy and PlanningIT Operations and ManagementHuman ResourcesSecurity OperationsCustomer Service ManagementIT GovernanceIT Portfolio ManagementSDLCAI System Design

Soft Skills

Collaboration with Senior LeadersInfluencing Senior StakeholdersClient CommunicationDecision-Making FacilitationTeam Leadership

Certifications & Qualifications

PMP

Industry Keywords

Customer Relationship ManagementGovernance FrameworksImpact DeliveryValue ManagementTransformation Best Practices

Tech Stack

Tools & technologies

PMPSDLCServiceNow

About the role

Key responsibilities & impact

Own the post-sale customer relationship as a C-Suite/executive-level advisor on ServiceNow offerings
Increase customer satisfaction and drive retention through Impact delivery
Lead high-complexity transformations for the largest and most strategic customers
Align ServiceNow Customer Excellence roles with governance frameworks, customer objectives, and organizational priorities
Oversee Impact value management and demonstrate strategic oversight
Identify professional services pipeline opportunities through product capability road mapping, value blueprints, and adoption analysis
Provide pre-sales support for funnel opportunities
Partner with Impact team members to create executive-ready customer narratives
Shape customer organizational strategy with senior executives through emerging trends, best practices, and industry-specific thought leadership
Standardize delivery methodologies and ensure governance and quality standards
Establish relationships with ServiceNow leaders and advocate for product evolution based on customer insights
Mentor Customer Success resources on transformation best practices
Identify risks and prevent customer or revenue churn
Work with Sales Teams on product adoption and customer retention plans
Guide customer project/program governance and help create appropriate governance models
Help customers identify missed contractual SLAs and take necessary action
Improve customer satisfaction and the satisfaction of internal customer stakeholders

Requirements

What you’ll need

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
Significant experience collaborating with senior IT and business leaders
Track record of translating corporate strategy/objectives into applied ServiceNow technology in the client’s environment
PMP preferred
Project management experience required
ServiceNow experience required
Minimum 10+ years in client-facing roles focused on account management, consulting, or transformation leadership
Experience in executive-level leadership roles, with a proven track record of influencing senior stakeholders and driving strategic outcomes, strongly preferred
Experience delivering consulting services in IT Strategy and Planning, IT Operations and Management, Human Resources, Security Operations, Customer Service Management, IT Processes, IT Governance, IT Portfolio/Program/Project Management, or IT Project Delivery (SDLC)
Experience with project problem diagnosis, solution development, client communications, decision-making facilitation, documentation, managing client expectations, and team leadership
Ability to leverage AI to optimize workflows, tailor customer solutions, and inform strategic decisions
Ability to articulate AI system design, ethical implications, and platform use cases clearly
Must be eligible to work in the United States is not stated; role location is United States

Benefits

Comp & perks

Equity (when applicable)
Variable/incentive compensation
Health plans
Flexible spending accounts
401(k) Plan with company match
ESPP
Matching donations
Flexible time away plan
Family leave programs
Flexible or remote work persona