Principal Customer Success Executive

ServiceNow•Addison, TX

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 those strategies with ServiceNow capabilities to enable better business outcomes. They drive business transformation by maximizing the long-term strategic value of ServiceNow and preparing customers’ platforms and capabilities 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. The role ensures customers recognize the value of the ServiceNow Platform at all levels and stages, supporting a path to renewal and potential up- and cross-sell. The PCSE fosters relationships with C-suite stakeholders across a smaller number of strategically important Impact accounts. The position leads complex transformations, supports customer strategy and governance, identifies opportunities and risks, and works with ServiceNow teams to improve delivery and customer outcomes.

Requirements

Experience leveraging or critically thinking about integrating 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’s 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 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 at least one 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, strategic customers, aligning ServiceNow Customer Excellence roles with governance frameworks, customer objectives, and organizational priorities.
Oversee Impact value management and provide strategic oversight.
Identify professional services pipeline opportunities through product capability road mapping, 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 other 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 create appropriate governance models, and support adherence to them.
Help customers identify incidents where contractual SLAs were missed and take necessary action.
Improve overall customer satisfaction and the satisfaction of customers’ internal users.