Remote opportunity at
ServiceNowPrincipal Customer Success Executive - Manufacturing Vertical
ServiceNow is an enterprise software company that provides an AI platform designed to automate workflows and help businesses operate more efficiently. The organization is currently seeking…
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About This Role
ServiceNow is an enterprise software company that provides an AI platform designed to automate workflows and help businesses operate more efficiently. The organization is currently seeking a Principal Customer Success Executive focused on the manufacturing vertical to act as a senior individual contributor within the Customer Excellence Group. This role carries commercial and strategic responsibility for a portfolio of high-value US Manufacturing accounts. The person in this position will operate…
Job Description
ServiceNow is an enterprise software company that provides an AI platform designed to automate workflows and help businesses operate more efficiently. The organization is currently seeking a Principal Customer Success Executive focused on the manufacturing vertical to act as a senior individual contributor within the Customer Excellence Group.
This role carries commercial and strategic responsibility for a portfolio of high-value US Manufacturing accounts. The person in this position will operate as a primary post-sales customer executive, driving renewal outcomes, retention, and portfolio expansion while serving as a strategic advisor to C-suite and senior IT leaders.
The ideal candidate will combine deep post-sales expertise, commercial instincts, and executive presence to guide manufacturing enterprises through complex digital business transformations and AI adoption journeys.
Responsibilities
- Manage gross retention rate, net retention rate, and renewal outcomes for assigned accounts through risk management and expansion strategies.
- Cultivate and maintain executive-level relationships with customer leadership to co-develop modernization and AI strategies.
- Map enterprise customer priorities to phased platform roadmaps that connect technical capabilities to business outcomes.
- Orchestrate cross-functional delivery governance across multiple business units and concurrent workstreams.
- Present data-driven narratives to internal leadership and customer CIOs regarding platform value and portfolio health.
- Establish success metrics, monitor progress, and collaborate internally to resolve barriers preventing milestone completion.
- Gather industry feedback, feature requests, and adoption blockers to share with product engineering teams.
- Track operational KPIs for the portfolio including adoption, technical health, customer satisfaction, and advocacy pipelines.
Requirements
- Possess 10 to 15 years of experience in enterprise SaaS, management consulting, senior customer success, or technology-enabled business transformation roles.
- Demonstrate direct background operating as a primary post-sales customer success executive owning commercial outcomes and renewal health.
- Show proven capability in engaging at the C-suite level and partnering with senior IT executives on digital transformation strategies.
- Willingness to travel domestically to strategic customer sites as required.
Qualifications
- Hold a BA, BS, or equivalent undergraduate degree.
- An MBA or advanced degree is preferred.
- Familiarity with adjacent verticals such as energy, transportation, or services.
- Background with AI and ML platform products or leading AI adoption initiatives.
Core Skills
Benefits
- Base salary range of USD 162,200 to 283,900 per year
- Equity and variable incentive compensation where applicable
- Health plans including flexible spending accounts
- 401(k) plan featuring a company match
- Employee Stock Purchase Plan
- Matching donations program
- Flexible time away plan and family leave programs
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the location and remote policy for this role?
The posting specifies the location as remote, with work personas assigned based on the nature of the work and the distance between the employee's residence and the closest office.
What is the salary range for the Principal Customer Success Executive position?
The base pay guideline is listed between USD 162,200 and 283,900 per year, with total compensation varying based on qualifications, location, and applicable equity or incentive structures.
What educational background is required?
A BA, BS, or equivalent degree is required, while an MBA or advanced degree is preferred.
Sample Interview Questions
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