ServiceNow

Customer Success Executive

Mumbai, India · On-site · Full-time

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About the role

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EmployerServiceNow
LocationMumbai, India
Work styleOn-site
Employment typeFull-time
Employer posted3 days ago

We’re looking for someone who can walk into a boardroom with a CIO, CFO, or CHRO and be treated as a peer — not a vendor. This person owns post-sales outcomes across the full customer lifecycle — implementation, adoption, and value realization — in ServiceNow’s large enterprise accounts in India, building the trusted relationships and business fluency that connect the customer’s ambition to what ServiceNow can deliver. Success here isn’t measured by activity — it’s whether your accounts renew, expand, and see real value from the platform.

This is a foundational role with real room to grow — you’ll be building the account ownership and executive presence the next level of this career path demands.

What you get to do in this role:

Develop and nurture executive relationships (CIO, CFO, CHRO, business unit leaders), building the kind of trust senior stakeholders extend over time
Own the customer’s post-sales journey end to end — implementation, adoption, and value realization — and are accountable for the KPIs that matter: technical health, renewal, satisfaction, and expansion
Help translate customer goals into a platform roadmap tied to measurable business outcomes
Set clear, measurable success metrics with the customer, track progress, and refine the plan as milestones shift
Support and help coordinate co-delivery models across ServiceNow, GSIs, and SI partners so delivery feels seamless to the customer
Bring a discovery-first mindset — ask the right questions before proposing a fix, and know when to loop in accelerators, advisory sessions, or expert services
Contribute to implementation and readiness strategies that help shorten time-to-value
Support delivery governance on multi-track programs, including organizational change efforts
Help build and communicate the value story for your accounts — able to speak to advisory and platform value, not just professional services ROI
Champion ServiceNow’s best practices and stay current on how AI and agentic capabilities are changing customer operating models
Deliver strong, durable customer satisfaction that shows up in renewals and expansion

Show full description

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.
8–12 years in a professional services or consulting environment, ideally with exposure to technology-enabled transformation (Digital/SaaS/Enterprise Software)
Experience working with or supporting CxO-level stakeholders, with the poise to grow into owning those relationships directly
Experience at large India enterprise accounts, with solid judgment navigating multiple stakeholders
Strong command over knowledge of digital transformation — design, implementation, and management
Emerging expertise in one industry
IT, HR, or GBS transformation exposure
Experience partnering with Big 4 or large SI’s in a delivery context
2–5 years of experience on large, multi-tracked programs, ideally including organizational change management
Experience leveraging AI to enhance work processes, decision-making, and problem-solving — including AI-powered automation, workflow optimization, and data-driven insights
Prior ServiceNow platform exposure is a strong plus — but we’ll weight fast learning and the ability to translate the platform into business language just as heavily

Why this role is worth being ambitious about

You’ll be backed by proven practices drawn from thousands of engagements, with a clear runway for growth as you build account ownership and executive trust. If you want a role where every year adds visibly more responsibility and access, this is where that starts.

FD21

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, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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 globaltalentss@servicenow.com 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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