Customer Success Executive - German Speaking

Customer Success Executive - German Speaking

Join to apply for the Customer Success Executive - German Speaking role at Service Now.

Company Description It started in San Diego, California in 2004 with a vision to transform how we work. Service Now is a global market leader delivering AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our cloud-based platform connects people, systems, and processes to help organizations work smarter, faster, and better. Join us to pursue our purpose to make the world work better for everyone.

Job Description The Customer Success Executive is responsible for providing strategic leadership and driving the execution of post-sales activities across our most valuable accounts within the Enterprise, Industries, and Commercial sectors. This role accelerates the customer journey to success, ensures predictable renewals, and maximizes the impact of Service Now on business transformation initiatives. As a trusted advisor, you’ll partner with C-level executives, guide delivery of business transformation, and collaborate with Service Now’s teams and strategic partners.

• Drive Post-Sales Success:
  Lead the customer’s post-sales transformation, align Service Now’s offerings with customer goals, and bring relevant industry thought leadership to the table. Build strong relationships with C-level executives to deliver business outcomes.
• Collaborate Strategically:
  Partner with Account Executives to create and execute integrated pre- and post-sales strategies, delivering long-term value for both the customer and Service Now. Leverage the right resources at the right time to ensure success.
• Mitigate Risks and Drive Value:
  Proactively identify potential risks and work with the customer and internal teams to develop strategies to overcome them, ensuring value realization.
• Focus on KPIs:
  Guide the Customer Success team to meet key KPIs—adoption, technical health, renewals, customer satisfaction, and expansion. Align customer roadmaps and drive new revenue opportunities.
• Foster Strategic Alignment:
  Build relationships with Service Now leaders and incorporate customer feedback to drive continuous improvement. Align insights with organizational goals for long-term success.
• Advocate for Innovation and Continuous Learning:
  Drive innovative solutions, foster a culture of agility and calculated risk-taking within the team.
• Set Success Metrics and Milestones:
  Establish measurable success metrics with the customer and regularly review progress. Refine plans to ensure milestones are met and value is realized.

Ideal Candidate: A highly experienced professional with a strong background in enterprise-level SaaS transformation and strategic advisory to guide customers through digital transformation. Deep expertise in technology-enabled business transformations and executive-level advisory.

Key Requirements:

• AI Integration & Thought Leadership:
  Experience leveraging AI to enhance work processes, decision-making, and problem-solving, including AI-powered automation and data-driven insights.
• Enterprise SaaS Transformation & Strategic Advisory:
  Extensive experience leading large-scale digital transformations within SaaS or enterprise software environments.
• C-Level Presence & Relationship Management:
  Ability to engage with senior executives and build lasting relationships with major enterprises.
• Leadership
  
  Experience:
  
  10+ years in management consulting, solution consulting, or a leadership role at a top-tier firm, with a track record of exceeding objectives.
• Strategic Account Management:
  Success in leading high-impact customer success or consulting teams and managing complex, strategic accounts.
• Business Acumen & Problem-Solving:
  Ability to analyze and solve complex business challenges while aligning tech solutions with customer objectives.
• Cross-Functional Leadership:
  Experience working across departments, driving alignment, and managing stakeholders in large, matrixed organizations.
• Adaptability & Change Management:
  Ability to navigate dynamic environments and adjust strategies to evolving needs.
• Operational & Execution Excellence:
  Design and…