Owns consumption, adoption, renewal, and expansion outcomes for a complex portfolio of high-value ServiceNow customers. Leads executive business reviews, customer impact planning, risk mitigation, escalations, and strategic renewal conversations. Diagnoses configuration, workflow, and architecture blockers, applies AI agents with expert judgment, and translates customer needs into platform recommendations. Also mentors junior CSMs, contributes to playbooks and enablement, and provides feedback to improve internal tools and processes.