Customer Success Executive

<p>** Role can work remotely within Germany **</p><p>The<strong>&#xa0;Customer Success Executive (CSE)</strong> is responsible for the strategic leadership and execution of post-sales activities within our most valuable <strong>public sector accounts</strong>. This role is critical in driving long-term value by accelerating the customer’s journey to success, ensuring predictable renewals, and maximizing the impact of ServiceNow across their digital transformation initiatives.</p><p>As a <strong>trusted advisor</strong>, you will engage with <strong>C-level executives in government and public sector organizations</strong>, guiding seamless delivery of business transformation while ensuring alignment with regulatory frameworks, compliance standards, and mission-critical objectives.</p><p><strong>What You Get to Do in This Role:</strong></p><p><strong>Drive Post-Sales Success:</strong> Own and lead the post-sales transformation for <strong>public sector customers</strong>, aligning ServiceNow’s solutions with government objectives and bringing relevant industry best practices to the table. Foster strong relationships with <strong>C-level executives and agency leaders</strong> to drive meaningful business outcomes.</p><p><strong>Collaborate Strategically:</strong> Work closely with Account Executives to develop and execute integrated <strong>pre- and post-sales</strong> strategies that deliver long-term value for both the customer and ServiceNow. Leverage internal teams and strategic partners to ensure the successful adoption of the platform.</p><p><strong>Mitigate Risks and Drive Value:</strong> Proactively identify potential risks, including <strong>budget cycles, procurement challenges, and compliance requirements</strong>, and develop mitigation strategies to ensure continued success and adoption within public sector organizations.</p><p><strong>Focus on Key Performance Indicators (KPIs):</strong> Guide and inspire the <strong>Customer Success team</strong> to meet operational KPIs—such as <strong>platform adoption, technical health, contract renewals, agency satisfaction, and expansion opportunities</strong>—while aligning with government mandates and digital transformation initiatives.</p><p><strong>Foster Strategic Alignment:</strong> Build relationships with ServiceNow leadership and <strong>key public sector stakeholders</strong>, ensuring continuous feedback loops that drive improvements in customer engagement and product offerings tailored to government needs.</p><p><strong>Advocate for Innovation and Continuous Learning:</strong> As a <strong>strategic thought leader in public sector transformation</strong>, introduce innovative digital solutions that help government agencies <strong>improve citizen services, optimize operations, and enhance compliance</strong>. Foster a culture of agility and technology-driven innovation.</p><p><strong>Set Success Metrics and Milestones:</strong> Establish clear, measurable success metrics with government agencies and regularly review progress. Adapt transformation plans to ensure milestones are met, demonstrating tangible value and impact.</p> <p>Ideal Candidate:</p><p>We are seeking a highly experienced professional with a strong background in&#xa0;<strong>enterprise-level SaaS transformation and strategic advisory</strong>&#xa0;to guide our customers in their digital transformation journey. The ideal candidate will have deep expertise in technology-enabled business transformations, coupled with a proven ability to advise at the executive level.</p><p><strong>Key Requirements:</strong></p><ul><li><strong>AI Integration &amp; Thought Leadership:</strong>&#xa0;Experience leveraging AI to enhance work processes, decision-making, and problem-solving, including AI-powered automation, workflow optimization, and data-driven insights</li><li><strong>Enterprise SaaS Transformation &amp; Strategic Advisory:</strong> Extensive experience leading large-scale digital transformations within SaaS ... (truncated, view full listing at source)