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About the Role

The Customer Success Executive—US Manufacturing is a senior individual contributor role responsible for driving customer outcomes, retention, and expansion across a portfolio of high-value US Manufacturing accounts. This role carries full accountability for the commercial health and strategic growth of assigned accounts, operating with the ownership mentality of a general manager at the account level. We are looking for a commercially minded operator who has personally driven demonstrable YoY growth within a large portfolio, built trusted executive relationships, and executed cross-functional motions that convert platform adoption into measurable business outcomes. You will serve as the primary post-sales customer executive for your accounts—a strategic advisor to manufacturing CIOs and senior IT leaders—and partner closely with Sales, Delivery, Product, and peer CEG functions to ensure customers realize the full value of their ServiceNow investment and view us as a long-term digital transformation partner.

Responsibilities

Own account-level commercial performance, driving GRR, NRR, and renewal outcomes through proactive risk management, downsell prevention, and expansion motions.
Engage at the executive level as a strategic advisor, building and maintaining trusted relationships with C-suite and senior IT stakeholders.
Co-develop digital transformation strategies with customer executives, positioning ServiceNow as the strategic platform partner for their modernization and AI agendas.
Bring relevant industry thought leadership and a consulting mindset to every engagement.
Translate customer strategy into a ServiceNow roadmap, mapping enterprise priorities to a phased roadmap that connects platform capabilities to measurable business outcomes.
Run complex transformations in large accounts, owning governance, delivery excellence, and cross-functional orchestration across multiple business units and concurrent workstreams.
Deliver compelling executive presentations, articulating the value of ServiceNow through data-driven narratives.
Drive AI consumption and platform adoption, owning AI consumption as a strategic KPI and designing adoption journeys that convert license entitlements into measurable business outcomes.
Set success metrics and drive value realization, regularly reviewing progress, identifying risks, and refining business transformation plans.
Champion the voice of the customer by synthesizing industry-specific feedback, feature requests, and adoption blockers into structured input for Product Engineering.
Stay current on manufacturing industry trends, regulatory environments, and digital transformation priorities.
Define and manage operational KPIs for the portfolio, including adoption, technical health, renewals, customer satisfaction, and expansion.
Deliver regular reporting on customer health, adoption trends, downsell risk, and advocacy pipeline.
Leverage AI-enabled tools and platforms to automate insights and drive proactive outreach.

Requirements

Extensive experience leading large-scale digital business transformations.
Experience acting as a trusted advisor to both internal and C-level customer executives.
Deep post-sales expertise combined with executive presence.
Bias toward action that turns customer outcomes into revenue outcomes.
Expertise in governance, strategy, value alignment, and execution across cross-functional teams.
Track record of delivering scalable, repeatable success.
Passion for driving customer success at an enterprise scale.
Ability to work in complex, dynamic environments.
Experience leveraging or critically evaluating how to integrate AI into work processes, decision-making, or problem-solving.
Demonstrated experience operating as the primary post-sales customer success executive—owning the commercial outcomes, adoption trajectory, and renewal health.
Drive long-term commercial strategy with a deep understanding of how to grow and protect strategic relationships.
Demonstrated success in running large-scale, strategic account transformations and exceeding business objectives.
Proven ability to build repeatable processes for scalable execution while maintaining a hands-on approach.
Exceptional commercial instincts, thinking in portfolio economics.
Understanding the interplay between adoption, consumption, and revenue.
Ability to translate customer outcomes into business impact narratives.
Proven ability to engage at the C-suite level—both with customers and internally.
Direct experience partnering with CIOs and senior IT executives to co-develop digital transformation strategies.
Ability to influence without relying on positional authority.
Ability to translate complex adoption metrics, value realization, and portfolio performance into executive-level narratives.
Strong track record building productive relationships across Sales, Presales, Delivery, Product, and Enablement in matrixed, fast-paced environments.
Lead through influence, not org-chart authority.
Deep understanding of how manufacturing enterprises operate, what drives their priorities, and where friction lives.
Instinctively orient around the customer’s outcomes—anticipating concerns, removing barriers to satisfaction, and ensuring every interaction reinforces ServiceNow’s position as a trusted partner.
Experience overseeing technical account health—adoption telemetry, integration health, platform upgrades, and solution expansion.
Ability to thrive in a high-velocity, high-accountability environment.
Willingness to travel domestically to strategic customer sites as required.

Skills

AI integration
Digital business transformation
Post-sales expertise
Executive engagement
Governance
Strategy development
Value alignment
Cross-functional execution
Commercial acumen
Portfolio economics
Data storytelling
Customer relationship management
Manufacturing industry knowledge
Technical account management
AI/ML platform products
AI adoption programs

Location

US Manufacturing

Work Type

Flexible
Remote

Experience Level

10–15 years of experience in management consulting, enterprise SaaS, senior customer success, or technology-enabled business transformation roles.

Education Level

BA/BS or equivalent required
MBA or advanced degree preferred

About the Company

ServiceNow is the AI control tower for business reinvention.
Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better.
We're building an AI-native culture where technology and talent are unstoppable together.
We are just getting started.

Equal Opportunity

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law.
In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
We strive to create an accessible and inclusive experience for all candidates.
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals.
All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.