Customer Success Executive

**Company Description**
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

The **Customer Success Executive (CSE)** is responsible for the strategic leadership and execution of post-sales activities within our most valuable **public sector accounts**. This role is critical in driving long-term value by accelerating the customer’s journey to success, ensuring predictable renewals, and maximizing the impact of ServiceNow across their digital transformation initiatives.

As a **trusted advisor**, you will engage with **C-level executives in government and public sector organizations**, guiding seamless delivery of business transformation while ensuring alignment with regulatory frameworks, compliance standards, and mission-critical objectives.

**What You Get to Do in This Role**:
**Drive Post-Sales Success**: Own and lead the post-sales transformation for **public sector customers**, aligning ServiceNow’s solutions with government objectives and bringing relevant industry best practices to the table. Foster strong relationships with **C-level executives and agency leaders** to drive meaningful business outcomes.

**Collaborate Strategically**: Work closely with Account Executives to develop and execute integrated **pre
- and post-sales** strategies that deliver long-term value for both the customer and ServiceNow. Leverage internal teams and strategic partners to ensure the successful adoption of the platform.

**Mitigate Risks and Drive Value**: Proactively identify potential risks, including **budget cycles, procurement challenges, and compliance requirements**, and develop mitigation strategies to ensure continued success and adoption within public sector organizations.

**Focus on Key Performance Indicators (KPIs)**: Guide and inspire the **Customer Success team** to meet operational KPIs—such as **platform adoption, technical health, contract renewals, agency satisfaction, and expansion opportunities**—while aligning with government mandates and digital transformation initiatives.

**Foster Strategic Alignment**: Build relationships with ServiceNow leadership and **key public sector stakeholders**, ensuring continuous feedback loops that drive improvements in customer engagement and product offerings tailored to government needs.

**Advocate for Innovation and Continuous Learning**: As a **strategic thought leader in public sector transformation**, introduce innovative digital solutions that help government agencies **improve citizen services, optimize operations, and enhance compliance**. Foster a culture of agility and technology-driven innovation.

**Set Success Metrics and Milestones**: Establish clear, measurable success metrics with government agencies and regularly review progress. Adapt transformation plans to ensure milestones are met, demonstrating tangible value and impact.
**Qualifications**

**Key Requirements**:

- ** AI Integration & Thought Leadership**: Experience leveraging AI to enhance work processes, decision-making, and problem-solving, including AI-powered automation, workflow optimization, and data-driven insights
- ** Enterprise SaaS Transformation & Strategic Advisory**: Extensive experience leading large-scale digital transformations within SaaS or enterprise software environments, including complex implementations for **public sector organizations**.
- ** Public Sector Customer Experience**: Proven success in driving **digital transformation and technology adoption**:

- ** C-Level Presence & Relationship Management**: English and German speaker (C level) strong ability to engage, influence, and build lasting relationships with **senior executives,**as well as enterprise decision-makers.
- ** Leadership Expertise**: A minimum of **15 years in management consulting, solution consulting, or executive leadership**, ideally at a top-tier consulting firm or within a technology-driven public sector role.
- Demonstrated ability to **exceed business objectives and drive digital strategy**.
- ** Strategic Account Management**: Experience leading high-impact **customer success and consulting teams**, managing complex, multi-stakeholder accounts, and ensuring alignment between **public sector priorities and enterprise technology solutions**.
- ** Business Acumen & Problem-Solving**: Ability to **identify, analyze, and solve complex business challenges** while aligning technology solutions with customer objectives, **budget constraints, and policy manda