Principal Customer Success Executive - Manufacturing Vertical

ServiceNow • Detroit, MI

4d

About The Position

The Principal Customer Success Executive—US Manufacturing is a senior individual contributor within ServiceNow’s Customer Excellence Group. The role is accountable for customer outcomes, retention, and expansion across a portfolio of high-value U.S. manufacturing accounts, with ownership of each account’s commercial health and strategic growth.

Serving as the primary post-sales customer executive, this person acts as a strategic advisor to manufacturing CIOs and senior IT leaders. The role partners across Sales, Delivery, Product, and other Customer Excellence Group functions to help customers realize value from their ServiceNow investment and to position ServiceNow as a long-term digital transformation partner. The executive develops customer roadmaps, leads complex transformations, drives platform and AI adoption, and establishes measurable success outcomes.

The role requires extensive experience in enterprise transformation, strategic account ownership, executive engagement, and cross-functional execution. Domestic travel to strategic customer sites may be required. ServiceNow describes its work personas as flexible, remote, or required in office, assigned according to the work and employee location; the specific persona for this position is not stated.

Requirements

• Bachelor’s 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, renewal health, and long-term commercial strategy for strategic accounts.
• 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 acumen, including understanding portfolio economics and the relationship between adoption, consumption, and revenue.
• Proven ability to engage C-suite stakeholders and partner directly with CIOs and senior IT executives on digital transformation strategies.
• Ability to influence executives and cross-functional stakeholders without positional authority.
• Ability to translate adoption metrics, value realization, and portfolio performance into executive-level narratives that drive decisions.
• Track record of effective collaboration across Sales, Presales, Delivery, Product, and Enablement in matrixed environments.
• Deep understanding of manufacturing enterprises, their priorities, and operational challenges; ability to anticipate customer concerns and remove barriers to satisfaction.
• Experience overseeing technical account health, including adoption telemetry, integration health, platform upgrades, and solution expansion.
• Experience leveraging AI or critically evaluating how to integrate it into work processes, decision-making, or problem-solving.
• Ability to thrive in a high-velocity, high-accountability environment.
• Willingness to travel domestically to strategic customer sites as required.

Nice To Haves

• MBA or advanced degree.
• Familiarity with adjacent industry 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 retention, renewals, risk management, downsell prevention, and expansion.
• Build trusted relationships with C-suite and senior IT stakeholders and co-develop digital transformation strategies with customer executives.
• Map customer priorities to phased ServiceNow roadmaps that connect platform capabilities to measurable business outcomes.
• Lead governance, delivery excellence, and cross-functional coordination for complex transformations across business units and concurrent workstreams.
• Deliver data-driven executive presentations and portfolio reviews to internal leaders and customer executives.
• Own AI consumption as a strategic account KPI and design adoption journeys that turn license entitlements into measurable business outcomes, including through emerging agentic capabilities.
• Establish measurable customer success metrics, review progress, identify risks, and refine transformation plans to achieve milestones and value realization.
• Represent the voice of the customer by synthesizing industry feedback, feature requests, and adoption blockers for Product Engineering and roadmap prioritization.
• Maintain awareness of manufacturing trends, regulatory environments, and digital transformation priorities relevant to customer accounts.
• Define and manage portfolio KPIs for adoption, technical health, renewals, customer satisfaction, and expansion; report on customer health, adoption, downsell risk, and advocacy pipeline.
• Use AI-enabled tools and platforms to automate insights and support proactive customer outreach.
• Oversee technical account health, including adoption telemetry, integration health, platform upgrades, and solution expansion.

Benefits

• Health plans
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior