Principal Customer Success Executive

ServiceNow•Addison, TX

2d•$180,200 - $315,400

About The Position

The Principal Customer Success Executive (PCSE) is a trusted C-suite and executive-level advisor on ServiceNow offerings who owns the post-sale customer relationship. The role aims to increase customer satisfaction and drive retention through Impact delivery. PCSEs take a consultative, problem-solving approach to partnering with senior customer stakeholders, understanding the customer’s industry and business strategies, and aligning ServiceNow capabilities with better business outcomes. The PCSE drives business transformation by maximizing the long-term strategic value of ServiceNow and preparing customers’ platforms and capabilities for expansion. The role provides strategic direction and mentorship to customers and ServiceNow teams managing complex, multi-workstream programs; resolves escalations and mitigates risks; and supports healthy adoption and usage. PCSEs help customers recognize the value of the ServiceNow Platform, facilitating renewal and, where applicable, up- and cross-sell. The role focuses on fostering relationships with C-suite stakeholders in a smaller number of strategically important Impact accounts, with the goal of increasing satisfaction, retention, and upgrades. The position is regular employment and may be assigned a flexible or remote work persona, depending on the work and location.

Requirements

Experience leveraging or critically assessing how to integrate AI into work processes, decision-making, or problem-solving, such as using AI tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact.
Significant experience collaborating with senior IT and business leaders and translating corporate strategy and objectives into applied use of ServiceNow technology in a client’s environment.
Project management experience is required.
At least 15 years in client-facing roles focused on account management, consulting, or transformation leadership.
Experience with project problem diagnosis, solution development, client communications, facilitating decision-making, documentation, managing client expectations, and team leadership.
Ability to independently use AI to optimize workflows, tailor customer solutions, and inform strategic decisions.
Ability to clearly explain AI system design, ethical implications, and platform use cases, and guide peers and stakeholders toward responsible, value-driven AI adoption.

Nice To Haves

PMP certification is preferred.
Experience in executive-level leadership, with a proven record of influencing senior stakeholders and driving strategic outcomes, is strongly preferred.
Demonstrated consulting-service delivery experience in one or more of the following areas: 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; or IT Project Delivery (SDLC).

Responsibilities

Lead high-complexity transformations for large, strategic customers, aligning ServiceNow Customer Excellence roles with governance frameworks, customer objectives, and organizational priorities, and providing strategic oversight of Impact value management.
Identify professional services pipeline opportunities through product-capability road maps, value blueprints, and adoption analysis, and provide pre-sales support for funnel opportunities as requested.
Partner with Impact team members, including Customer Success Managers, to use shared customer insights and create executive-ready narratives.
Work with senior executives to shape customer organizational strategy by identifying emerging trends, refining best practices, aligning delivery approaches with market demands, and providing industry-specific thought leadership.
Standardize delivery methodologies, promote operational consistency and excellence, ensure governance and quality standards are followed, and interface with Delivery as required.
Build relationships with ServiceNow leaders, advocate for product evolution based on customer insights, and mentor other Customer Success resources on transformation best practices.
Identify risks and take steps to prevent customer or revenue churn.
Work with Sales Teams to define and execute product adoption and customer retention plans.
Provide guidance on internal project and program governance, help customers establish appropriate governance models, and support adherence.
Help customers identify incidents where contractual SLAs were missed and take necessary action.
Improve customer satisfaction, including the satisfaction of customers’ internal users.