[Remote] Principal Product Success Manager

Note: The job is a remote job and is open to candidates in USA. ServiceNow is hiring a Principal Product Success Manager to drive adoption and customer success for Process Mining and core AI Core Platform capabilities. The role develops strategic customer relationships, supports customer outcomes and retention, coordinates across internal teams and partners, and relays customer feedback to Product Management.

Responsibilities

• Be the focal point of contact/coordination for customer programs and events with Product Excellence
• Develop a deep understanding of customer use cases, process improvement goals, operational bottlenecks, and success outcomes across Process Mining and the AI Core Platform
• Establish a trusted / strategic advisor relationship with each assigned customer and drive continued value of our products and services
• Develop strong relationships with all key decision makers and influencers across your customers, partners and internal ServiceNow stakeholders
• Build a strong base of referenceable customers and contacts within your assigned portfolio
• Collaborate effectively with the Sales organization and help provide reference to new opportunities where necessary
• Primary ownership and accountability for ensuring customer satisfaction, and retention within the assigned customers
• Work with customers and account teams to establish critical goals, or other key performance indicators and aid the customer in achieving their goals through their lifecycle
• Uncover and mitigate any risk that threatens your Customers' growth, satisfaction, or renewal; conceive and execute risk mitigation strategies accordingly
• Ensure ongoing adoption of new capabilities across Process Mining, Platform Analytics, Automated Test Framework, upgrades, Health Scan, Usage Analytics, CI/CD, source control and clone management
• Act as the liaison between Product Management and our Customers with a focus on product and roadmap feedback
• Collaborate with the customer’s implementation partner to achieve overall satisfaction with the solution and to create a trusted partnership between the customer, partner, account team, Product Management and Product Excellence

Skills

• 5+ years of experience in architecting and delivering complex solutions on the ServiceNow Platform
• 3+ years of experience supporting Process Mining, process optimisation, value realisation, operational discovery, or process improvement programmes with enterprise customers
• 3+ years of experience in two or more ServiceNow core platform capabilities such as Automated Test Framework, upgrades, Health Scan, Usage Analytics, Platform Analytics, CI/CD, source control and clone management
• 2+ years of experience in two or more adjacent AI Core Platform capabilities or interfaces such as Predictive Intelligence, Virtual Agent, AI Agents, Mobile App Builder, UI Builder, Workspace or Portal
• 1+ year of experience with ServiceNow Performance Analytics or Platform Analytics configuration, administration, customer delivery, adoption tracking and outcome reporting
• Experience translating Process Mining insights into adoption plays, measurable process improvement recommendations, and executive-ready value narratives
• Fanatical about customer success and tenacious at driving long-term customer value
• Highly data-driven with commitment to drive customer engagement towards business outcome and value realization
• Excellent verbal and written communication skills, including the ability to chair sessions and host webinars
• Experience with ServiceNow encryption capabilities is a plus

Benefits

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

Company Overview

Company H1B Sponsorship