Company Description
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 Descriptio
- nLead 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
.
Qualificatio
- nsMinimum of 12 years of experience in management consulting, customer success, solution consulting, or leadership roles focused on enterprise technology transformation
- s.Proven experience leading large-scale digital transformation or SaaS platform initiatives within enterprise environment
- s.Strong background managing strategic enterprise accounts and driving measurable business outcome
- s.Demonstrated ability to build and maintain relationships with C-level executives and senior business stakeholder
- s.Experience leading cross-functional teams within complex, matrixed organization
- s.Strong business acumen with the ability to identify customer challenges and align technology solutions to business objective
- s.Experience working with enterprise SaaS platforms such as ServiceNow or similar technologies is highly preferre
- d.Ability to establish scalable governance processes, operational frameworks, and customer success strategie
- s.Strong communication, stakeholder management, and executive presentation skill
- s.Experience leveraging AI tools, automation workflows, or AI-driven insights in business operations is preferre
- d.Bachelor's degree required; Master's degree preferre
- d.Proficiency in one of the following languages is highly advantageous: Bahasa Indonesia, Thai, Vietnamese, Malay, or Korea
- n.Ability to thrive in fast-paced, evolving environments while maintaining a hands-on execution mindse
t.
Additional Informat
- ionFull-time engagement (40 hours per week) with an initial 12-month contra
- ct.Primarily remote work with occasional on-site visits in Kuala Lumpur and Cyberjaya as need
- ed.Candidates based in or near Kuala Lumpur are preferr
- ed.Structured weekly and monthly deliverables with long-term project exposu
- re.Opportunity to work on enterprise-scale transformation initiatives within a highly collaborative and strategic environme
nt.
