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ServiceNowPrincipal Customer Success Executive
ServiceNow is a global market leader providing an intelligent cloud-based platform that unites people, systems, and processes to help organizations find smarter and faster ways to…
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About This Role
ServiceNow is a global market leader providing an intelligent cloud-based platform that unites people, systems, and processes to help organizations find smarter and faster ways to operate. Founded in San Diego in 2004, the company delivers AI-enhanced technology to over 8,100 customers, including a vast majority of the Fortune 500. The organization is seeking a Principal Customer Success Executive to act as a trusted C-suite and executive-level advisor for a…
Job Description
ServiceNow is a global market leader providing an intelligent cloud-based platform that unites people, systems, and processes to help organizations find smarter and faster ways to operate. Founded in San Diego in 2004, the company delivers AI-enhanced technology to over 8,100 customers, including a vast majority of the Fortune 500.
The organization is seeking a Principal Customer Success Executive to act as a trusted C-suite and executive-level advisor for a targeted number of strategically important Impact accounts. In this remote, full-time capacity, the professional owns the post-sale customer relationship to increase customer satisfaction, preserve retention, and encourage upgrades through the delivery of Impact value management.
This position suits experienced individuals who utilize a consultative, problem-solving approach to connect corporate business strategies with platform capabilities. The role involves spearheading high-complexity transformations, providing strategic mentorship to both clients and internal teams, resolving escalations, and mitigating churn risks across major accounts. Candidates must bring extensive client-facing background, familiarity with AI integration, and expertise across critical IT management domains.
Responsibilities
- Manage high-complexity transformations for large strategic accounts to ensure alignment with governance frameworks and organizational goals
- Identify professional services pipeline opportunities through roadmap creation, value blueprints, and adoption analysis
- Collaborate with Impact team members to generate executive-ready narratives using shared customer insights
- Engage senior executives to shape business strategies, share industry thought leadership, and refine best practices
- Standardize delivery methodologies and maintain quality and governance standards alongside delivery teams
- Establish connections with internal leaders to advocate for product evolution based on user feedback
- Mentor other Customer Success resources regarding transformation best practices
- Identify risk factors to prevent customer and revenue churn while collaborating with sales teams on retention plans
- Offer prescriptive guidance on project and program governance models
- Help customers identify missed contractual SLAs and take necessary corrective actions
Requirements
- Minimum of 15 years in client-facing roles focusing on consulting, account management, or transformation leadership
- Project management experience
- Demonstrated history of delivering consulting services in critical subject areas such as IT strategy, IT operations, HR, security operations, or customer service management
- Experience handling project problem diagnosis, solution development, client communications, decision-making facilitation, and team leadership
Qualifications
- PMP certification
- Experience in executive-level leadership roles influencing senior stakeholders and driving strategic outcomes
- Experience leveraging or critically evaluating how to integrate AI into work processes, workflows, or decision-making
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the remote work policy for this role?
The posting specifies that the role is remote, with ServiceNow utilizing flexible work personas depending on the nature of the work.
What are the primary responsibilities of a Principal Customer Success Executive?
The role involves owning the post-sale customer relationship for key Impact accounts, advising C-suite executives, driving multi-workstream transformation programs, and ensuring platform adoption and retention.
Is a PMP certification mandatory?
A PMP is preferred rather than strictly mandatory, though general project management experience is required.
What is the salary offered for this position?
The source posting does not specify the salary for this role.
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