Customer Success Executive - Manufacturing at ServiceNow

Santa Clara, California, United States -

Full Time

Start Date

Immediate

Expiry Date

23 Jan, 26

Salary

331000.0

Posted On

25 Oct, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Digital Transformation, AI Integration, Relationship Management, Consulting, Implementation Strategies, Governance, Account Management, C-Level Engagement, Enterprise Software, Program Management, Co-Delivery, ServiceNow, Stakeholder Engagement, Advisory Services, Technology Solutions

Industry

Software Development

Description

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. Job Description You will be part of the Customer Outcomes team. Our purpose is to accelerate platform adoption and improve customer outcomes. We do this through a portfolio of services, delivered by outstanding consultants, using our ecosystem of partners, our leading practices, methodologies and tools based on our experiences from 1000's of customer engagements. What you get to do in this role: The Customer Outcomes Senior Principal Success Architect will develop C-level executive relationships and relationship management across 1-3 customers The over-riding objective for the Success Architect will be to improve Customer Outcomes at these managed accounts leading to customer's product adoption, renewals, and expansion of ServiceNow offerings with the account. Service 1-3 large enterprise customers Develop executive relationships with CIO,CFO,CHRO and business leaders Understand goals and develop customer roadmap Execute winning co-delivery models Develop relationships with ecosystem partners Develop implementation strategies and readiness process to accelerate time to value Establish delivery operating model governance Maintain account level relationships for clear value proposition within the account Participate in account delivery governance Advocate/champion ServiceNow's best practices Contribute expertise on how advisory, expert services, and Co-Delivery can be optimized Provide high customer sat metrics for assigned accounts Qualifications To be successful in this role you have: Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry. 15+ years progressive experience as part of a professional services organization; or equivalent education/experience Management consulting leadership role at a top-tier consulting company or equivalent focused on technology (Digital/SaaS/Enterprise Software) enabled transformations Experience at F100 accounts Understanding of issues and goals driving digital transformation across industry Depth in digital transformation design, implementation, and management Expertise in one industry, "minors" in one or two additional industries IT, HR, ad GBS Transformation experience Executive relationships with CIO, CFO, CHRO and business line leaders Experience identifying goals and solving challenges Experience serving as part of a client account leadership team Experience expanding offerings with clients Experience integrating with other account functions in developing account strategies and Customer Outcomes plans Experience developing account partnering (co-delivery) relationships with large consultancies and technology implantation firms, Big 4, GSI's 5+ years large program experience (multi-tracked, OCM) Experience managing outcomes to a CxO position Co-Delivery experience with Big 4, large SI's Knowledge of ServiceNow- minimal, experience with multiple ServiceNow product suites FD21 For positions in this location, we offer a base pay of $189,100 - $331,000, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location. Additional Information Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

Responsibilities

The Customer Outcomes Senior Principal Success Architect will develop C-level executive relationships and manage 1-3 large enterprise customers. The primary objective is to improve customer outcomes, leading to product adoption, renewals, and expansion of ServiceNow offerings.