Customer Success Executive

Position Overview

Customer Success Executive

Key Responsibilities

• Serve as the primary customer success lead for 1–3 large enterprise accounts.
• Develop and manage trusted advisor relationships with senior executives including CIO, CFO, CHRO, and business leaders.
• Understand customers' strategic objectives and create tailored roadmaps aligned to their goals.
• Execute co-delivery models with internal teams and external partners to optimize outcomes.
• Collaborate with ecosystem partners (e.g., GSIs, Big 4 firms) to ensure effective program execution.
• Guide customers through implementation strategies, driving faster time-to-value.
• Establish governance and operating models for delivery excellence.
• Represent the voice of the customer and ensure value is being consistently delivered and demonstrated.
• Participate in governance processes and success planning at the account level.
• Advocate for best practices and scalable approaches in digital transformation.
• Contribute insights into how advisory and expert services can be enhanced or scaled.
• Achieve high customer satisfaction and retention metrics within managed accounts.
  

Qualifications

• 12+ years of experience in customer success, digital transformation, or professional services roles.
• Strong background in management consulting, preferably with top-tier consulting firms or enterprise software providers.
• Proven success working with Fortune 100–1000 organizations.
• Deep knowledge of digital transformation strategies across IT, HR, and Global Business Services (GBS).
• Demonstrated experience integrating AI-driven insights into decision-making and workflows is highly desirable.
• Established relationships and experience working with CxO-level stakeholders.
• Deep industry experience in at least one vertical, with exposure to one or two others.
• Familiarity with ServiceNow or similar enterprise platforms (minimum required).
• Experience with large-scale, multi-track programs including Organizational Change Management (OCM).
• Prior experience in co-delivery environments, especially in partnership with Big 4 or Global System Integrators (GSIs).
• Strong communication, relationship-building, and cross-functional collaboration skills.
  

Preferred Skills

• Knowledge of ServiceNow platform, including its various product suites (e.g., ITSM, HRSD, CSM).
• Demonstrated success in expanding customer accounts, identifying opportunities for upselling and cross-selling.
• Experience leading Customer Outcomes plans and aligning them with business objectives.