Job Details

Position Overview:

We are seeking a seasoned Customer Success Executiveto drive customer success outcomes for 1-3 large enterprise clients. This strategic role focuses on building strong executive relationships, aligning business goals with platform capabilities, and accelerating product adoption, value realization, and customer satisfaction.

The ideal candidate has experience working with large-scale enterprises, understands the digital transformation landscape, and brings strong advisory and relationship management capabilities, particularly with C-suite stakeholders.

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.

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