Principal Customer Success Executive - Manufacturing Vertical

ServiceNow•Detroit, MI

5d•$162,200 - $283,900

About The Position

The Principal Customer Success Executive—US Manufacturing is a senior individual contributor in the Customer Excellence Group, accountable for customer outcomes, retention, and expansion across a portfolio of high-value US manufacturing accounts. The role owns the commercial health and strategic growth of assigned accounts, with account-level general-manager responsibility. As the primary post-sales customer executive, this person advises manufacturing CIOs and senior IT leaders and partners with Sales, Delivery, Product, and other Customer Excellence Group teams to help customers realize the value of ServiceNow and sustain long-term digital transformation partnerships. The role combines strategic account ownership, executive engagement, transformation leadership, commercial performance, and operational oversight. It translates customer priorities—including modernization, cost reduction, and AI ambitions—into phased ServiceNow roadmaps tied to measurable business outcomes. The executive leads governance and cross-functional execution across business units and concurrent workstreams, drives adoption and AI consumption, tracks customer health and value realization, and brings manufacturing-specific customer feedback to Product Engineering. Domestic travel to strategic customer sites may be required.

Requirements

BA/BS degree or equivalent required.
10–15 years of experience in management consulting, enterprise SaaS, senior customer success, or technology-enabled business transformation roles.
Demonstrated experience as the primary post-sales customer success executive, owning commercial outcomes, adoption trajectory, and renewal health.
Demonstrated success leading large-scale strategic account transformations and exceeding business objectives.
Ability to build repeatable processes for scalable execution while remaining hands-on with critical tasks.
Strong commercial instincts and understanding of portfolio economics and the relationship between adoption, consumption, and revenue.
Proven ability to engage with C-suite leaders, including CIOs and senior IT executives, and co-develop digital transformation strategies.
Ability to translate adoption metrics, value realization, and portfolio performance into executive-level narratives.
Track record of effective collaboration across Sales, Presales, Delivery, Product, and Enablement in matrixed environments; ability to influence without positional authority.
Deep understanding of manufacturing enterprises, their priorities, and operational challenges.
Experience overseeing technical account health, including adoption telemetry, integration health, platform upgrades, and solution expansion.
Ability to thrive in a high-velocity, high-accountability environment.
Willingness to travel domestically to strategic customer sites as required.
Experience leveraging or critically evaluating AI in work processes, decision-making, or problem-solving.

Nice To Haves

MBA or advanced degree preferred.
Familiarity with adjacent verticals such as Energy, Transportation, or Services.
Background with AI/ML platform products or experience driving AI adoption programs.

Responsibilities

Own account-level commercial performance, including gross and net revenue retention and renewals; manage risks, prevent downsells, and drive expansion.
Build trusted relationships with C-suite and senior IT stakeholders and advise them on digital transformation, modernization, and AI strategies.
Translate customer enterprise priorities into phased ServiceNow roadmaps connected to measurable business outcomes.
Lead governance, delivery excellence, and cross-functional orchestration for complex transformations across business units and concurrent workstreams.
Prepare and deliver data-driven executive presentations and narratives for customers and internal leadership.
Drive AI consumption and platform adoption by designing adoption journeys that convert license entitlements into measurable outcomes, including emerging agentic capabilities.
Establish measurable customer success metrics, review progress, identify risks, and refine transformation plans to achieve milestones and realize value.
Collect and structure manufacturing-industry feedback, feature requests, and adoption blockers for Product Engineering and roadmap prioritization.
Monitor and manage portfolio operational KPIs, including adoption, technical health, renewals, customer satisfaction, and expansion; report on customer health, trends, risks, and advocacy opportunities.
Use AI-enabled tools and platforms to automate insights and support proactive customer outreach.
Travel domestically to strategic customer sites as required.