An enterprise client is seeking a Customer Success Executive to lead strategic post-sales initiatives for high-value ServiceNow customers across large-scale digital transformation programs. This role is focused on driving long-term customer success, accelerating platform adoption, and maximizing business value through strong executive partnerships and cross-functional collaboration.
The selected candidate will serve as a trusted advisor to customer stakeholders, including C-level executives, while working closely with internal ServiceNow teams and strategic partners. This is a long-term engagement with structured deliverables, exposure to enterprise-scale environments, and the opportunity to contribute to transformational initiatives across the region.
Job Description
- Lead strategic post-sales customer engagements to drive adoption, business outcomes, and long-term value realization across enterprise ServiceNow accounts.
- Build and maintain trusted relationships with C-level stakeholders, acting as a strategic advisor throughout the customer transformation journey.
- Serve as the lead for cross-functional customer success teams, including Customer Success Managers, Platform Architects, and Support Account Managers.
- Drive customer adoption of ServiceNow solutions, including AI-enabled capabilities and platform enhancements.
- Develop and execute customer success plans aligned with business objectives, KPIs, and measurable milestones.
- Identify adoption barriers, operational risks, and transformation challenges, and proactively implement mitigation strategies.
- Collaborate with Account Executives and internal stakeholders to align pre-sales and post-sales strategies for long-term customer success.
- Guide customers through complex digital transformation initiatives while ensuring alignment with governance, delivery, and operational best practices.
- Establish structured reporting cadences, executive updates, and success metrics to demonstrate business impact and platform value.
- Foster collaboration across global, matrixed teams to drive alignment, scalability, and continuous improvement initiatives.
- Support AI-driven workflows, automation initiatives, and innovation strategies that improve customer operations and decision-making.
- Maintain a hands-on approach to customer engagement, adoption planning, and execution support when needed.
Qualifications
- Minimum of 12 years of experience in management consulting, customer success, solution consulting, or leadership roles focused on enterprise technology transformations.
- Proven experience leading large-scale digital transformation or SaaS platform initiatives within enterprise environments.
- Strong background managing strategic enterprise accounts and driving measurable business outcomes.
- Demonstrated ability to build and maintain relationships with C-level executives and senior business stakeholders.
- Experience leading cross-functional teams within complex, matrixed organizations.
- Strong business acumen with the ability to identify customer challenges and align technology solutions to business objectives.
- Experience working with enterprise SaaS platforms such as ServiceNow or similar technologies is highly preferred.
- Ability to establish scalable governance processes, operational frameworks, and customer success strategies.
- Strong communication, stakeholder management, and executive presentation skills.
- Experience leveraging AI tools, automation workflows, or AI-driven insights in business operations is preferred.
- Bachelor's degree required; Master's degree preferred.
- Proficiency in one of the following languages is highly advantageous: Bahasa Indonesia, Thai, Vietnamese, Malay, or Korean.
- Ability to thrive in fast-paced, evolving environments while maintaining a hands-on execution mindset.
Additional Information
- Full-time engagement (40 hours per week) with an initial 12-month contract.
- Primarily remote work with occasional on-site visits in Kuala Lumpur and Cyberjaya as needed.
- Candidates based in or near Kuala Lumpur are preferred.
- Structured weekly and monthly deliverables with long-term project exposure.
- Opportunity to work on enterprise-scale transformation initiatives within a highly collaborative and strategic environment.
