Principal Customer Success Executive

ServiceNow•Phoenix, AZ

2d•$180,200 - $315,400

About The Position

The Principal Customer Success Executive (PCSE) serves as a trusted C-suite and executive-level advisor on ServiceNow offerings, owning the post-sale customer relationship to increase satisfaction and drive retention through Impact delivery. The role partners consultatively with senior customer stakeholders to understand their industries and business strategies, align ServiceNow capabilities to those priorities, and help customers achieve better business outcomes. PCSEs drive business transformation by maximizing the long-term strategic value of the ServiceNow Platform and preparing customers’ platforms and capabilities for expansion. The position provides strategic direction and mentorship to customers and ServiceNow teams managing complex, multi-workstream programs. It helps resolve escalations, mitigate risk, and maintain healthy adoption and usage. PCSEs ensure customers recognize the platform’s value at all levels and stages, supporting renewal, upgrades, and opportunities for up- and cross-sell. They manage relationships with C-suite stakeholders across a smaller number of strategically important Impact accounts. The role requires significant experience in client-facing account management, consulting, or transformation leadership, along with project management experience and the ability to work with senior IT and business leaders. It also involves using AI to optimize workflows, tailor customer solutions, and inform strategic decisions, while guiding responsible and value-driven AI adoption.

Requirements

Experience leveraging or critically evaluating how to integrate AI into work processes, decision-making, or problem-solving.
Significant experience collaborating with senior IT and business leaders and translating corporate strategy and objectives into applied ServiceNow technology in a client’s environment.
Project management experience.
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 explain AI system design, ethical implications, and platform use cases, and guide peers and stakeholders in responsible, value-driven AI adoption.
Demonstrated consulting services experience in one or more of these 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.
Executive-level leadership experience with a proven track record of influencing senior stakeholders and driving strategic outcomes.

Responsibilities

Lead high-complexity transformations for large and strategically important customers, aligning ServiceNow Customer Excellence roles with governance frameworks, customer objectives, and organizational priorities.
Oversee Impact value management and provide strategic oversight of customer programs.
Identify professional services pipeline opportunities through product capability roadmaps, value blueprints, and adoption analysis, and provide pre-sales support as requested.
Partner with Impact team members, including Customer Success Managers, to create executive-ready narratives based on shared customer insights.
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 needed.
Build relationships with ServiceNow leaders, advocate for product evolution based on customer insights, and mentor Customer Success resources on transformation best practices.
Identify customer and revenue risks and take steps to prevent churn.
Work with Sales Teams to define and execute product adoption and customer retention plans.
Provide prescriptive 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 and the satisfaction of customers’ internal customers.