Customer Excellence Area Lead - Italy, Spain, Iberia & Israel

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

Area Leads are responsible for ensuring the success, growth, and retention of customers within their assigned region. They lead and develop a team of Customer Success professionals to maximize customer value realisation, drive adoption, and support risk mitigation. They oversee staffing to ensure CS resources meet project delivery needs and career progression goals. Additionally, they inspire, mentor, and develop a high-performing team, fostering a culture of collaboration, accountability, and professional growth. While they do not directly manage Expert Services, Success Hub or Sales teams, they are responsible for ensuring strong alignment and collaboration across these functions to deliver customer success. They navigate complex customer landscapes, mitigate risks, and influence key stakeholders to maintain strong, long-term relationships, acting as a primary contact for key customers as well as a point of escalation for all customers within their Area or Region. By fostering an outcome-driven approach, they ensure customers realize the full potential of the ServiceNow platform, supporting renewals and expansion opportunities while driving operational consistency across engagements.

What are the unique job responsibilities for this role?

Commercial Ownership:

• Own customer adoption, NPS, reduction of undeployed apps and mitigation of downsell and loss risk across customers in the assigned region/area
• Act as post-sales counterpart and point of contact for the aligned Sales area leader
• Directly own & manage relationships with strategically important customers, acting as a trusted advisor, navigating organizational complexities to drive long-term platform adoption and business value.

Customer Success Delivery:

• Ensure alignment between Customer Success, Expert Services, Success Hubs and Sales teams to orchestrate seamless customer success and Impact delivery.
• Oversee execution of Impact delivery via Success Hubs for the relevant customers in the area
• Operate as the executive sponsor for the senior customer relationships
• Oversee and resolve high-impact escalations, mitigating risks and ensuring consistent customer health across accounts.

Capability Development & People Management: 

• Lead, mentor, and develop a team of Customer Success professionals across multiple levels, fostering a high-performance culture and career progression.
• Manage headcount planning and resource management to efficiently deliver success products
• Stay up to date with market/industry trends and technologies to uplift delivery excellence e.g. use cases for AgenticAI etc.
• Participate in and encourage teams to participate in Geo and Global role excellence and community forums to ensure adherence to governance frameworks and consistent best practices

Decision Rights

• CEG Area Leads will hold decision rights over:
• Staffing and resourcing decisions for Impact squads serving customers in their assigned area
• Hiring of customer success resources, acting as the hiring manager for these roles
• Any decisions that may have a financial impact on the Geo P&L must be approved by the CEG Major Area and/or CEG Geo Lead.

Background and Experience

• A track record for building and growing a world-class organization through talent acquisition, onboarding, and retention, characterized by high productivity and excellent morale
• Proven market experience for the nominated Area or Region
• Experience with the enterprise and demonstrated leadership to make rapid decisions and problem-solving in this environment.
• Excels in navigating a highly collaborative and highly matrixed environment
• Proven experience building and running a business with the right operational skills
• Demonstrated success in building a Services, Customer Engagement or Partner Engagement function
• Proven experience in customer engagement and relationships, acting as advisor and key point of contact for key customers.

Qualifications

To be successful in this role you have: