Role Description 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. Qualifications - We are seeking a highly experienced professional with a strong background in enterprise-level SaaS transformation and strategic advisory to guide our customers in their digital transformation journey. - The ideal candidate will have deep expertise in technology-enabled business transformations, coupled with a proven ability to advise at the executive level. Requirements - AI Integration & Thought Leadership: Experience leveraging AI to enhance work processes, decision-making, and problem-solving, including AI-powered automation, workflow optimization, and data-driven insights. - Enterprise SaaS Transformation & Strategic Advisory: Extensive experience leading large-scale digital transformations within SaaS or enterprise software environments, including complex implementations for public sector organizations. - Public Sector Customer Experience: Proven success in driving digital transformation and technology adoption. - C-Level Presence & Relationship Management: English and German speaker (C level) strong ability to engage, influence, and build lasting relationships with senior executives, as well as enterprise decision-makers. - Leadership Expertise: A minimum of 15 years in management consulting, solution consulting, or executive leadership, ideally at a top-tier consulting firm or within a technology-driven public sector role. - Strategic Account Management: Experience leading high-impact customer success and consulting teams, managing complex, multi-stakeholder accounts, and ensuring alignment between public sector priorities and enterprise technology solutions. - Business Acumen & Problem-Solving: Ability to identify, analyze, and solve complex business challenges while aligning technology solutions with customer objectives, budget constraints, and policy mandates. - Cross-Functional Leadership: Extensive experience working across public-private partnerships, driving alignment in large, matrixed environments. - Adaptability & Change Management: Skilled in navigating the dynamic landscape of public sector digital transformation, adjusting strategies to meet evolving regulations. - Operational & Execution Excellence: Proven ability to design and implement scalable, repeatable processes for public sector technology initiatives, ensuring on-time, on-budget execution. - Customer-Centric Mindset: Deep understanding of public sector challenges, service delivery, and mission-driven objectives, with a focus on delivering value-driven, impactful solutions that drive digital transformation. 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.

Role Description At Hubtype we run as a lean, tech-forward company, so our Customer Success team plays a hybrid role that combines classic CS ownership with project management. Our CSMs are the single point of contact for the customer and are accountable for the successful delivery of each project, partnering closely with our engineering team, who handle the actual development work. We are looking for a Technical Customer Success Manager who will own the end-to-end customer journey: - From kickoff and discovery, through implementation and go-live, to adoption, retention, growth and renewal. The role is not about writing code, but about understanding the customer's technical and business needs, translating them into clear requirements for engineering, and orchestrating delivery across teams. - Own a portfolio of strategic accounts as their main point of contact across the full lifecycle. - Lead project delivery: scoping, planning, coordinating internal and client teams, managing timelines, dependencies, risks and deliverables. - Run discovery sessions with customers to understand business goals, use cases and technical context. - Translate customer needs into clear, structured requirements that engineering can act on, and translate technical decisions back into business language for the customer. - Act as the bridge between the customer and Hubtype's engineering, product and solutions teams. - Analyze customer data and project status to identify blockers, anticipate issues and surface opportunities. - Drive adoption, monitor account health and identify upsell and expansion opportunities. - Run QBRs, executive reviews, trainings and workshops with both business and technical stakeholders. - Use AI tools daily to scale work: drafting, research, summarization, analysis, documentation and automation. - Capture customer feedback and feed it into the product roadmap. Qualifications - 3–5 years in Customer Success, Technical Account Management, Solutions Consulting or Project Management in a SaaS / tech environment. - Technical understanding: able to confidently discuss APIs, webhooks, integrations, JSON, OAuth and SaaS architectures. - Requirements & analysis: strong analytical mindset; able to gather, structure and document technical and functional requirements. - Project management: proven track record managing complex delivery projects with multiple stakeholders. - AI-native mindset (Level 3 maturity in Hubtype score): actively designs and builds AI-powered processes and workflows. - Languages: full professional fluency in English, Spanish and Catalan, written and spoken. - Customer-facing communication: able to lead meetings confidently with executives, business owners and developers. - Data-driven: comfortable with dashboards and customer KPIs; uses data to drive decisions and conversations. - Ownership & autonomy: thrives in a fast-paced, hands-off, async environment. Requirements - Additional languages: French at professional level. - Industry experience: background in conversational AI, chatbots, CCaaS, customer experience or messaging platforms. - Channels know-how: familiarity with WhatsApp Business, Instagram, Messenger, Apple Messages for Business or Google RCS. - Code literacy: ability to read code (JavaScript / Node.js, Python or similar) is a plus. - Tooling: hands-on with Postman, Jira, Notion, HubSpot, Salesforce, Looker or Tableau. - Environment: previous experience in a startup or scale-up. Benefits - 27 days of holiday per year, plus your birthday, plus a volunteering day, plus bank holidays. - Fully remote policy and very flexible working. - Dedicate 10% of your time to self-improvement. - Attractive Benefits & Perks Plan, centered in Learning & Development. - Workstation budget for make great work happen at home.

• Guide customers through first-use milestones by enabling key personas, resolving blockers, and ensuring consumption of initial apps deployed during onboarding. • Monitor usage, identify underutilized apps / stalled users, and engage with customers to increase activation and business impact. • Actively track product usage, satisfaction, and success milestones to surface risk early and coordinate mitigation plans. • Act as the voice of the customer to product and engineering teams, channeling technical requirements, gaps, and enhancement requests. • Facilitate onboarding workshops and training sessions for multiple user groups, enabling key personas to reach first-use milestones and overcome common blockers. • Deliver targeted, scalable enablement sessions and create reusable knowledge-sharing materials designed for diverse audiences across accounts. • Collaborate with Engagement Directors to ensure learning initiatives align with business goals and capture feedback and outcomes for executive reviews.

• Acts as the product SME, assisting customers with their product questions and technical requirements, writing scripts, troubleshooting, training and other technical requests. • Work together with product and engineering teams ensuring our customers and partners get the most out of our products • Ensure technical knowledge of the team is translated into articles and guides for our customers to consume allowing our customer coverage to scale