[Remote] Principal Customer Success Executive

Note: The job is a remote job and is open to candidates in USA. ServiceNow is hiring a Principal Customer Success Executive to own post-sale relationships with strategically important customers and increase satisfaction, retention, and platform value. The role leads complex transformations, advises C-suite stakeholders, supports adoption and renewals, and coordinates ServiceNow teams to deliver customer outcomes.

Responsibilities

• Lead high-complexity transformations in our largest and most strategic customers, ensuring all ServiceNow Customer Excellence roles align and deliver in accordance with governance frameworks, customer objectives, and organizational priorities; ultimately chaperoning Impact value management and demonstrating strategic oversight
• Proactively identify professional services pipeline opportunities through product capabilities road mapping, value blueprints and adoption analysis, providing pre-sales support for funnel opportunities as requested
• Partner with Impact team members (e.g., Customer Success Managers) leveraging the joint visibility of customer insights to create executive-ready narratives
• Work with senior executives to shape and influence customer organizational strategy by identifying emerging trends, refining best practices, and aligning delivery approaches with evolving market demands, and providing industry-specific thought leadership
• Drive operational consistency and excellence by standardizing delivery methodologies and ensuring adherence to governance and quality standards, interfacing with Delivery as required
• Establish relationships with ServiceNow leaders, advocating for product evolution based on customer insights, and mentoring other Customer Success resources on transformation best practices
• Identify areas of risk and take steps to prevent customer or revenue churn
• Work closely with Sales Teams to define and execute product adoption and customer retention plans
• Provide prescriptive guidance on internal project/program governance and help the customer create the appropriate governance models and ensure adherence
• Help the customer identify incidents where contractual SLAs were missed and take necessary action
• Improve overall customer satisfaction, as well as the satisfaction of their internal customers

Skills

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry
• Significant experience collaborating with senior IT and business leaders, with a track record of successfully translating corporate strategy/objectives with the applied use of ServiceNow technology in the context of the client's environment
• Project management experience required
• Minimum 15+ years in client-facing roles with a focus on account management, consulting, or transformation leadership
• Experience in any of the following critical subject areas, with a demonstrated history delivering consulting services:
• Experience with project problem diagnosis, solution development, client communications, facilitation of decision making, documentation, managing client expectations, and team leadership
• Independently leverages AI to optimize workflows, tailor customer solutions, and inform strategic decisions
• Articulates AI system design, ethical implications, and platform use cases clearly, guiding peers and stakeholders in responsible, value-driven AI adoption
• PMP preferred
• Experience in executive-level leadership roles, with a proven track record of influencing senior stakeholders and driving strategic outcomes, is strongly preferred
• IT Strategy and Planning
• IT Operations and Management
• Human Resources
• Security Operations
• Customer Service Management
• IT Processes
• IT Governance
• IT Portfolio, Program and Project Management
• IT Project Delivery (SDLC)

Benefits

• Equity (when applicable)
• Variable/incentive compensation
• Health plans, including flexible spending accounts
• 401(k) Plan with company match
• ESPP
• Matching donations
• Flexible time away plan
• Family leave programs

Company Overview

Company H1B Sponsorship