Principal Customer Success Executive

ServiceNow•Chicago, IL

2d•$180,200 - $315,400

About The Position

The Principal Customer Success Executive (PCSE) serves as a trusted executive-level advisor on ServiceNow offerings and owns the post-sale relationship for a smaller number of strategically important Impact accounts. The role aims to increase customer satisfaction, retention, and upgrades by delivering Impact value and helping customers realize the long-term strategic value of the ServiceNow Platform. PCSEs partner with senior customer stakeholders to understand their industries and business strategies, align ServiceNow capabilities with desired outcomes, and lead complex, multi-workstream transformations. They provide strategic direction and mentorship to customers and ServiceNow teams, resolve escalations, mitigate risks, and ensure healthy platform adoption and usage. The role also prepares customers for platform expansion and supports renewal, upsell, and cross-sell opportunities.

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 use of ServiceNow technology in a client environment.
Project management experience.
At least 15 years in client-facing roles focused on account management, consulting, or transformation leadership.
Experience diagnosing project problems, developing solutions, communicating with clients, facilitating decision-making, documenting, managing client expectations, and leading teams.
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.
Experience in at least one of these subject areas, with a demonstrated history of delivering consulting services: 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, strategic customers, aligning ServiceNow Customer Excellence roles with governance frameworks, customer objectives, and organizational priorities.
Oversee Impact value management and demonstrate strategic oversight of customer programs.
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 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, promote operational consistency, and ensure adherence to governance and quality standards, interfacing with Delivery as required.
Build relationships with ServiceNow leaders, advocate for product evolution based on customer insights, and mentor Customer Success resources 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 that of the customer's internal customers.