Principal Customer Success Executive
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 relationship for a small number of strategically important Impact accounts. The role aims to increase customer satisfaction, drive retention and upgrades, and help customers realize value through Impact delivery. It applies a consultative, problem-solving approach to working with senior stakeholders, connecting customers’ industries and business strategies with ServiceNow capabilities and outcomes. The PCSE drives business transformation by maximizing the long-term strategic value of the ServiceNow platform and preparing customers’ platforms and capabilities for expansion. The role provides strategic direction and mentorship to customers and ServiceNow teams overseeing complex, multi-workstream programs; resolves escalations and mitigates risks; and supports healthy adoption and usage. It also helps customers recognize platform value throughout their organizations and supports a path to renewal and potential up- and cross-sell.
Requirements
- 15+ years in client-facing roles focused on account management, consulting, or transformation leadership.
- Significant experience collaborating with senior IT and business leaders and translating corporate strategy and objectives into applied ServiceNow technology in a client environment.
- Project management experience.
- Experience with project problem diagnosis, solution development, client communications, decision-making facilitation, documentation, client expectation management, and team leadership.
- Experience leveraging or critically evaluating how to integrate AI into work processes, decision-making, or problem-solving; examples include AI tools, workflow automation, analysis of AI-driven insights, or exploring AI’s industry impact.
- Ability to independently use AI to optimize workflows, tailor customer solutions, and inform strategic decisions.
- Ability to explain AI system design, ethical implications, and platform use cases, and guide responsible, value-driven AI adoption.
- Demonstrated consulting 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).
Nice To Haves
- PMP certification preferred.
- Executive-level leadership experience 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, and overseeing Impact value management.
- Identify professional services pipeline opportunities through product capability roadmaps, 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 customer insights and develop executive-ready narratives.
- Work with senior executives to shape customer organizational strategy by identifying trends, refining best practices, aligning delivery approaches with market demands, and providing industry-specific thought leadership.
- Standardize delivery methodologies and promote adherence to governance and quality standards, interfacing with Delivery as needed.
- Build relationships with ServiceNow leaders, advocate for product evolution based on customer insights, and mentor Customer Success colleagues 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 adhere to them.
- Help customers identify incidents involving missed contractual SLAs and take necessary action.
- Improve overall customer satisfaction and the satisfaction of customers’ internal users.
Benefits
- Health plans, including flexible spending accounts
- 401(k) plan with company match
- Employee Stock Purchase Plan (ESPP)
- Matching donations
- Flexible time away plan
- Family leave programs
- Equity when applicable
- Variable/incentive compensation; sales positions generally offer an On Target Earnings incentive compensation structure
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What This Job Offers
Job Type
Full-time
Career Level
Principal
Education Level
No Education Listed
