Remote opportunity at
ServiceNowPrincipal Customer Success Executive, U.S. Federal
ServiceNow operates as an artificial intelligence control tower designed to facilitate business reinvention through an integrated platform combining various forms of artificial intelligence, data, and workflows.…
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About This Role
ServiceNow operates as an artificial intelligence control tower designed to facilitate business reinvention through an integrated platform combining various forms of artificial intelligence, data, and workflows. The company is currently hiring a remote Principal Customer Success Executive focused on the U.S. Federal sector. This position acts as a high-level strategic advisor responsible for overseeing post-sale relationships for select critical accounts. The primary objectives are to elevate customer satisfaction, preserve retention,…
Job Description
ServiceNow operates as an artificial intelligence control tower designed to facilitate business reinvention through an integrated platform combining various forms of artificial intelligence, data, and workflows. The company is currently hiring a remote Principal Customer Success Executive focused on the U.S. Federal sector.
This position acts as a high-level strategic advisor responsible for overseeing post-sale relationships for select critical accounts. The primary objectives are to elevate customer satisfaction, preserve retention, and encourage expansion by demonstrating long-term strategic platform value. The ideal candidate brings extensive client-facing leadership experience and expertise in guiding large-scale transformations for senior leadership and government or corporate stakeholders.
Selected professionals will lead intricate transformations, assist sales teams with adoption strategies, and provide governance frameworks. They will collaborate closely with internal delivery teams and executive sponsors to mitigate operational risks, address escalations, and translate corporate strategies into tangible technological capabilities. The role requires independent utilization of artificial intelligence to optimize workflows and guide stakeholders toward responsible platform adoption.
Responsibilities
- Manage post-sale accounts to drive retention, satisfaction, and upsell opportunities.
- Guide large-scale transformation programs for major accounts while ensuring alignment with organizational goals.
- Spot professional services pipeline opportunities through product roadmaps and adoption analysis.
- Partner with internal teams to build executive-level narratives and platform value stories.
- Advise senior leaders on organizational strategy, governance frameworks, and industry-specific best practices.
- Coordinate with sales personnel to create and execute product adoption and customer retention plans.
- Mitigate churn risks and address missed contractual service level agreements.
- Mentor other customer success resources on transformation methods.
Requirements
- At least 15 years of experience in client-facing roles concentrating on account management, consulting, or transformation leadership.
- Background collaborating with senior business and IT leaders to connect corporate strategy with technology solutions.
- Demonstrated history of delivering consulting services in critical subject areas including IT strategy, operations, governance, security, or project delivery.
- Capability to leverage artificial intelligence independently for workflow optimization and strategic decisions.
Qualifications
- Project Management Professional certification preferred, alongside mandatory project management background.
- Prior experience in executive-level leadership roles influencing senior stakeholders.
- Background supporting or working alongside U.S. Federal customers.
Core Skills
Benefits
- Base salary range of $180,200 to $281,600
- 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 status for this job?
This position is remote, though ServiceNow assigns work personas depending on the nature of the work and the distance from the employee's residence to the closest office.
What is the salary range for this role?
The base pay guideline ranges from $180,200 to $281,600, with total compensation varying based on location, skills, and qualifications, plus potential equity, variable incentive compensation, and benefits.
What level of experience is required?
Candidates must have a minimum of 15 years of experience in client-facing roles focusing on transformation leadership, consulting, or account management.
Is federal experience required?
Experience supporting or working with U.S. Federal customers is preferred rather than strictly mandatory.
Sample Interview Questions
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