Director, Customer Success Transformation Executives

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 Director, Customer Success Transformation Executives will be responsible for executing the full global Customer Success strategic vision within the GEO.

The person in this role will be responsible for leading the Customer Success Transformation Executives in the AMS GEO to drive customers to achieve their stated business outcomes of their team members. The Success Leader in the GEO will be focused on managing their team of success resources working with the customers to drive technical health, ensure accelerated product adoption, secure the customer success renewals, and expansion of ServiceNow offerings.

An ideal candidate will have achieved a senior level position and have a successful track record as a leader of success professionals. They will have demonstrated their ability as a leader, to become a trusted advisor to key internal Executive stakeholders as well as with C-level client executives at Customers, including the world’s largest enterprises. They will have experience directing resources to developing and executing success processes and programs at scale. The leader will ensure that critical operational KPIs are delivered, including overall NPS of Customer Success covered accounts, adoption of ServiceNow products, and renewal of our Customer Success products.

What you get to do in this role:

• Accountable for delivering results again KPIs (e.g. technical health, product adoption, NPS, CS renewal) for success resources within the GEO
• Responsible for the talent acquisition of Customer Success resources within the GEO
• Responsible for all aspects of employee performance management for your team, including career development, performance reviews, Individual Development Plans, guidance and mentoring
• Responsible for executing the Global Customer Success Strategy and optimizing the delivery of Customer Success KPIs,
• Quality Assurance, and the profitable delivery of the customer engagements to achieve your regional goals
• Owns the post sales customer relationships for Customer Success offering, including resolution of escalations
• Works with services sellers to convert legacy customer success packages to new Customer Success offering
• Successfully transition team and customers from current success motions to future state success with minimal CSAT impact
• Establish and cultivate strong executive relationships with customer leaders ensuring success expectations are met
• Develop relationships with internal leaders, including the Customer Outcomes GEO leaders where alignment on strategy and delivery is a must
• Contribute thought leadership on how Customer Success delivery can be optimized

• Demonstrated success and overall accountability for running high performance organizations meeting or exceeding corporate business objectives
• Experience successfully building and leading high performing Customer Success or Consulting functions
• Minimum 10+ years leading success resources and helping organizations through transformations
• Ability to drive operational rigor and financial metrics with team
• Strong executive relationships with customer business leaders, including the world’s largest enterprises
• Experience working cross-functionally and bringing different functions along the journey
• Experience identifying business objectives and solving business challenges
• Ability to adapt and operate effectively in ambiguous and rapidly changing environments
• Create repeatable delivery mechanisms to execute at scale
• Willingness to roll up sleeves to get critical tasks and hand and remove roadblocks for team members
• Successful experience integrating with other account functions in developing and implementing account strategies and Customer Success plans
• Understands the importance of leading by example
• Strong collaborator, communicator and influencer, able to positively work across a global organization

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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. Learn more here.

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. 

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