Principal Customer Success Executive

ServiceNow • Addison, TX

6d

About The Position

The Principal Customer Success Executive (PCSE) serves as a trusted C-suite and executive-level advisor on ServiceNow offerings and owns the post-sale customer relationship. The role aims to increase customer satisfaction and drive retention through Impact delivery. PCSEs use a consultative, problem-solving approach to partner with senior customer stakeholders, understand their industries and business strategies, and align ServiceNow capabilities with desired business outcomes.

The PCSE drives business transformation by maximizing the long-term strategic value of ServiceNow and ensuring customers’ platforms and capabilities are ready 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 across all levels and stages, facilitating renewals and potential up- and cross-sell. They foster executive relationships across a smaller number of strategically important Impact accounts to improve satisfaction, retention, and upgrades where applicable.

Requirements

• Experience leveraging or critically considering how to integrate AI into work processes, decision-making, or problem-solving, such as through AI-powered tools, workflow automation, AI-driven insights, or assessing AI’s potential impact.
• Significant experience collaborating with senior IT and business leaders, with a track record of translating corporate strategy and objectives into applied ServiceNow technology in the 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, facilitation of 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 articulate AI system design, ethical implications, and platform use cases, and guide peers and stakeholders in responsible, value-driven AI adoption.
• Demonstrated experience delivering consulting services in one or more of these subject 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).

Nice To Haves

• PMP certification preferred.
• Experience in executive-level leadership, with a proven track record of influencing senior stakeholders and driving strategic outcomes, is strongly preferred.

Responsibilities

• Lead high-complexity transformations for large, strategic customers, aligning ServiceNow Customer Excellence roles with governance frameworks, customer objectives, and organizational priorities while overseeing Impact value management.
• Identify professional services pipeline opportunities through product capability road maps, value blueprints, and adoption analysis; 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, identify emerging trends, refine best practices, align delivery approaches with market demands, and provide industry-specific thought leadership.
• Standardize delivery methodologies and ensure adherence to governance and quality standards, interfacing with Delivery as required.
• Build relationships with ServiceNow leaders, advocate for product evolution based on customer insights, and mentor Customer Success resources on transformation best practices.
• Identify risks and take steps to prevent customer or revenue churn.
• Work closely 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 overall customer satisfaction, including satisfaction among customers’ internal users.

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Education Level: No Education Listed