Job Description

We’re looking for someone who can walk into a boardroom with a CIO, CFO, or CHRO and be treated as a peer — not a vendor. This person owns post-sales outcomes across the full customer lifecycle — implementation, adoption, and value realization — in ServiceNow’s large enterprise accounts in India, building the trusted relationships and business fluency that connect the customer’s ambition to what ServiceNow can deliver. Success here isn’t measured by activity — it’s whether your accounts renew, expand, and see real value from the platform.

This is a foundational role with real room to grow — you’ll be building the account ownership and executive presence the next level of this career path demands.

What you get to do in this role:
Develop and nurture executive relationships (CIO, CFO, CHRO, business unit leaders), building the kind of trust senior stakeholders extend over time
Own the customer’s post-sales journey end to end — implementation, adoption, and value realization — and are accountable for the KPIs that matter: technical health, renewal, satisfaction, and expansion




Help translate customer goals into a platform roadmap tied to measurable business outcomes
Set explicit, measurable success metrics with the customer, track progress, and refine the plan as milestones shift
Support and help coordinate co-delivery models across ServiceNow, GSIs, and SI partners so delivery feels seamless to the customer
Bring a discovery-first mindset — ask the right questions before proposing a fix, and know when to loop in accelerators, advisory sessions, or expert services
Contribute to implementation and readiness strategies that help shorten time-to-value
Support delivery governance on multi-track programs, including organizational change efforts
Help build and communicate the value story for your accounts — able to speak to advisory and platform value, not just qualified services ROI
Champion ServiceNow’s best practices and stay current on how AI and agentic capabilities are changing customer operating models
Deliver robust, durable customer satisfaction that shows up in renewals and expansion

📌 Customer Success Executive, Strategic Accounts Mumbai
🏢 ServiceNow
📍 Mumbai