Principal Customer Success Executive

ServiceNow•New York, NY

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 use a consultative, problem-solving approach to partner with senior customer stakeholders, understand their industries and business strategies, and align ServiceNow capabilities to help achieve better business outcomes. The position drives business transformation by maximizing the long-term strategic value of ServiceNow and ensuring customers’ platforms and capabilities are ready for expansion. PCSEs provide strategic direction and mentorship to customers and ServiceNow teams managing complex, multi-workstream programs. They help resolve escalations, mitigate risks, and maintain healthy adoption and usage. They ensure customers recognize the platform’s value throughout the customer lifecycle and facilitate renewal and potential up- and cross-sell. PCSEs foster relationships with C-suite stakeholders across a smaller number of strategically important Impact accounts, with the goal of improving satisfaction, retention, and upgrades where applicable. The role also partners with Sales, Impact, and Delivery teams; identifies professional services opportunities; supports customer governance; and helps prevent customer or revenue churn.

Requirements

Experience leveraging or critically assessing how to integrate AI into work processes, decision-making, or problem-solving, such as using AI-powered tools, automating workflows, or analyzing AI-driven insights.
Significant experience collaborating with senior IT and business leaders and translating corporate strategy and objectives into applied ServiceNow technology within 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 clearly explain AI system design, ethical implications, and platform use cases, and guide peers and stakeholders in responsible, value-driven AI adoption.

Nice To Haves

PMP certification.
Executive-level leadership experience with a track record of influencing senior stakeholders and driving strategic outcomes.
Demonstrated consulting-services experience 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).

Responsibilities

Lead high-complexity transformations for large and 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 road maps, value blueprints, and adoption analysis; provide pre-sales support for funnel opportunities when requested.
Partner with Impact team members, including Customer Success Managers, to use 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 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 support adherence.
Help customers identify incidents where contractual SLAs were missed and take necessary action.
Improve overall customer satisfaction, including the satisfaction of customers’ internal customers.