Customer Success Executive

About the role

ServiceNow is hiring a Customer Success Executive in Riyadh to lead post-sales activities for its most valuable accounts. The role drives long-term customer value by accelerating customers' journey to success, ensuring predictable renewals and maximizing the impact of ServiceNow across their business transformation initiatives. It involves partnering with C-level executives and collaborating with Account Executives and strategic partners.

Key responsibilities

• Own and lead the customer's post-sales transformation, aligning ServiceNow's offerings to customer goals and bringing industry thought leadership to the table
• Foster strong relationships with C-level executives to deliver on business outcomes
• Partner with Account Executives to create and run integrated pre- and post-sales strategies
• Proactively identify risks and work with the customer and internal teams to overcome them
• Guide the Customer Success team to meet KPIs such as adoption, technical health, renewals, customer satisfaction and expansion, and drive new revenue opportunities
• Build relationships with ServiceNow leaders, incorporate customer feedback and advocate for innovation and continuous learning
• Set clear, measurable success metrics with the customer and regularly review progress

Required profile

• At least 12 years in a management consulting or leadership role at a top-tier consulting firm, solution consulting or similar, focused on technology-enabled business transformations (digital, SaaS, enterprise software)
• Extensive experience leading large-scale digital business transformations and acting as a trusted advisor to C-level executives
• Demonstrated success running large-scale strategic accounts and building and leading Customer Success or consulting teams
• Strong experience influencing C-level leaders in large enterprises
• Experience in delivery and large-scale implementations in the public sector
• Ability to work across functions in large, matrixed environments and frequent travel to Kuwait expected

Required skills

• Experience integrating AI into work processes, decision-making or problem-solving, including AI-powered tools, workflow automation and AI-driven insights
• Bachelor's degree (BA/BS) required, Master's preferred
• Arabic is mandatory for this role