Transformation Leader

As a strategic leader in post-sales activities, you will drive long-term value for our most valuable accounts. Your role will be pivotal in accelerating customers' journey to success, ensuring predictable renewals, and maximizing the impact of our solutions across business transformation initiatives.

• Lead Post-Sales Success: Develop and execute customer-centric strategies, aligning our offerings with customer goals and bringing relevant industry thought-leadership to the table. Foster strong relationships with C-Level executives to deliver on business outcomes.
• Strategic Partnership: Collaborate with Account Executives to create and execute integrated pre- and post-sales strategies, delivering long-term value for both our clients and the organization. Leverage the right resources at the right time to ensure success.
• Risk Mitigation and Value Creation: Proactively identify potential risks to success and work with the customer and internal teams to develop strategies to overcome them, ensuring a smooth path toward value realization.
• Performance Focus: Guide and inspire the Customer Success team to meet critical operational KPIs—adoption, technical health, renewals, customer satisfaction, and expansion. Work with customers to align their roadmap and drive new revenue opportunities.
• Business Alignment: Build relationships with our leaders and incorporate customer feedback to drive continuous improvement. Align business transformation insights with organizational goals to ensure long-term success.
• Innovation Advocacy and Continuous Learning: Drive innovative solutions for our customers and foster a culture of agility and calculated risk-taking within the team.
• Success Metrics and Milestones: Establish clear, measurable success metrics with the customer, and regularly review progress. Refine business transformation plans as needed to ensure milestones are met and value is realized.

Ideal Candidate: The ideal candidate will have extensive experience leading large-scale digital business transformations, acting as a trusted advisor to both internal and C-level customer executives. You will be an expert in governance, strategy, and execution across cross-functional teams and have a track record of delivering scalable, repeatable success. Your passion for driving customer success at an enterprise scale and your ability to work in complex, dynamic environments will be key to your success in this role.

• To Be Successful In This Role, You Will Need
  • AI driven: Experience in leveraging or 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.
  • Educational Background: BA/BS or equivalent required, Master's degree preferred.
  • Experience: A minimum of 15 years in a management consulting or leadership role at a top-tier consulting firm, solution consulting, or similar positions focused on technology-enabled business transformations (Digital/SaaS/Enterprise Software).
  • Leadership Expertise: Demonstrated success in running large-scale, strategic accounts and exceeding business objectives. Proven track record in building and leading high-performing Customer Success or Consulting teams.
  • Business Acumen: Strong experience in identifying and solving complex business problems and aligning solutions with customer business objectives.
  • Cross-Functional Leadership: History of working across multiple functions and driving alignment in large, matrixed environments.
  • C-Level Relationships: Strong experience building relationships with C-level business leaders, including within some of the world's largest enterprises.
  • Adaptability: Ability to thrive in rapidly changing environments, adapting strategies to new challenges and opportunities.
  • Execution Focus: Ability to create repeatable processes for scalable execution while maintaining a hands-on approach to ensure tasks are completed efficiently.
  • Collaboration and Communication: Excellent communicator and influencer, with the ability to work effectively across a global organization and foster collaboration at all levels.
  • Customer Focus: Deep understanding of customer needs, challenges, and motivations, with a keen ability to address concerns and ensure satisfaction.

Additional Information

Work Environment: We approach our distributed world of work with flexibility and trust. To determine eligibility for a work persona, we may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer: We are 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.

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 us for assistance.