Customer Success Executive

Job Summary

The Customer Success Executive leads post-sales activities for key accounts, driving long-term value by accelerating customer success, ensuring renewals, and maximizing ServiceNow’s impact on business transformation.

Responsibilities

• Lead post-sales transformation efforts, aligning ServiceNow solutions with customer goals and engaging C-level executives to achieve business outcomes.
• Collaborate with Account Executives to develop and implement integrated pre- and post-sales strategies that deliver sustained value.
• Identify and mitigate risks proactively to ensure smooth value realization for customers.
• Guide the Customer Success team to meet key KPIs including adoption, technical health, renewals, satisfaction, and expansion.
• Build strategic relationships within ServiceNow and incorporate customer feedback to drive continuous improvement and alignment with business goals.
• Promote innovation and continuous learning by driving strategic solutions and fostering agility and calculated risk-taking.
• Set clear success metrics and milestones with customers, regularly reviewing and adjusting plans to ensure value delivery.

Requirements

• Experience integrating AI into workflows, decision-making, or problem-solving using AI-powered tools or insights.
• Experience in delivery and understanding of large-scale public sector implementations.
• BA/BS degree required; Master’s degree preferred.
• At least 12 years in management consulting, leadership, or similar roles focused on technology-enabled business transformations.
• Proven leadership in managing large strategic accounts and leading high-performing Customer Success or Consulting teams.
• Strong business acumen with experience solving complex problems aligned to customer objectives.
• Experience leading cross-functional teams in large matrixed organizations.
• Ability to build and influence relationships with C-level executives in major enterprises.
• Adaptability to rapidly changing environments and evolving strategies.
• Focus on execution with ability to create scalable, repeatable processes and maintain hands-on involvement.
• Excellent communication and collaboration skills across global organizations.
• Deep customer focus with ability to understand and address customer needs and ensure satisfaction.
• Arabic language proficiency is mandatory.
• Frequent travel to/from Kuwait is expected due to client requirements.

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