Customer Success Executive - Public Sector
Hybrid · Staines, England, United Kingdom
Job Summary
Customer Success Executive for public-sector and enterprise SaaS transformations responsible for leading post-sales transformation, aligning ServiceNow offerings with customer goals, and driving long-term value through executive-level engagement. Partner with Account Executives to execute integrated pre- and post-sales strategies, mitigate risks, and achieve KPIs such as adoption, technical health, renewals, customer satisfaction, and expansion. Build strategic alignment with senior leaders, advocate for innovation, and guide cross-functional teams to deliver measurable business outcomes during digital transformation initiatives. Requires extensive enterprise SaaS transformation experience, C-level relationship management, 15+ years of leadership in consulting or advisory roles, and ability to operate in a distributed, collaborative environment.
Required Qualifications
- 15+ years in management consulting, solution consulting, or leadership roles at top-tier firms
- Experience leading enterprise-level SaaS transformation and strategic advisory engagements
- Proven ability to engage with and influence senior executives (C-level)
- Strong leadership, cross-functional, and stakeholder-management skills
- Ability to design and implement scalable, repeatable processes for delivery
- Experience leveraging AI to enhance work processes and decision-making
- Excellent collaboration and communication skills across large, matrixed organizations
- Strong business acumen and problem-solving capabilities
- Experience driving customer success efforts with focus on adoption, health, renewals, and expansion
- Ability to guide transformation roadmaps and align technology with customer objectives
- Adaptability and change-management capabilities
- Customer-centric mindset with focus on long-term value
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