Customer Success Executive

** Role can work remotely within Germany **

The Customer Success Executive (CSE) is responsible for the strategic leadership and execution of post-sales activities within our most valuable public sector accounts. This role is critical in driving long-term value by accelerating the customer’s journey to success, ensuring predictable renewals, and maximizing the impact of ServiceNow across their digital transformation initiatives.

As a trusted advisor, you will engage with C-level executives in government and public sector organizations, guiding seamless delivery of business transformation while ensuring alignment with regulatory frameworks, compliance standards, and mission-critical objectives.

What You Get to Do in This Role:

Drive Post-Sales Success: Own and lead the post-sales transformation for public sector customers, aligning ServiceNow’s solutions with government objectives and bringing relevant industry best practices to the table. Foster strong relationships with C-level executives and agency leaders to drive meaningful business outcomes.

Collaborate Strategically: Work closely with Account Executives to develop and execute integrated pre- and post-sales strategies that deliver long-term value for both the customer and ServiceNow. Leverage internal teams and strategic partners to ensure the successful adoption of the platform.

Mitigate Risks and Drive Value: Proactively identify potential risks, including budget cycles, procurement challenges, and compliance requirements, and develop mitigation strategies to ensure continued success and adoption within public sector organizations.

Focus on Key Performance Indicators (KPIs): Guide and inspire the Customer Success team to meet operational KPIs—such as platform adoption, technical health, contract renewals, agency satisfaction, and expansion opportunities—while aligning with government mandates and digital transformation initiatives.

Foster Strategic Alignment: Build relationships with ServiceNow leadership and key public sector stakeholders, ensuring continuous feedback loops that drive improvements in customer engagement and product offerings tailored to government needs.

Advocate for Innovation and Continuous Learning: As a strategic thought leader in public sector transformation, introduce innovative digital solutions that help government agencies improve citizen services, optimize operations, and enhance compliance. Foster a culture of agility and technology-driven innovation.

Set Success Metrics and Milestones: Establish clear, measurable success metrics with government agencies and regularly review progress. Adapt transformation plans to ensure milestones are met, demonstrating tangible value and impact.