Principal Customer Success Executive

ServiceNow•New York, NY

22h

About The Position

The Principal Customer Success Executive (PCSE) serves as a trusted C-suite and executive-level advisor on ServiceNow offerings and owns the post-sale relationship for a small number of strategically important Impact accounts. The role aims to increase customer satisfaction and drive retention, renewals, and applicable upgrades through Impact delivery and long-term realization of ServiceNow platform value. PCSEs partner consultatively with senior customer stakeholders, applying knowledge of the customer’s industry and business strategy to align ServiceNow capabilities with desired outcomes. They lead complex, multi-workstream transformations, provide strategic direction and mentorship to customers and internal teams, and ensure platform capabilities are positioned for adoption and expansion. The role also addresses escalations and risks, supports effective governance, and works with Sales and Impact colleagues to maintain healthy adoption and customer relationships.

Requirements

Experience leveraging or critically considering 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 the client’s environment.
Project management experience.
At least 15 years in client-facing roles focused on account management, consulting, or transformation leadership.
Experience delivering consulting services 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).
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 articulate 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 preferred.
Experience in executive-level leadership roles, with a proven track record of influencing senior stakeholders and driving strategic outcomes, is strongly preferred.

Responsibilities

Lead high-complexity transformations for large and strategic 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 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 develop 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 and advocate for product evolution based on customer insights.
Mentor other Customer Success resources on transformation best practices.
Identify risks and take steps to prevent customer or revenue churn.
Work closely with Sales teams to define and execute product adoption and customer retention plans.
Provide guidance on internal project and program governance, help customers establish suitable 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 users.
Use AI independently to optimize workflows, tailor customer solutions, and inform strategic decisions; explain AI system design, ethical implications, and platform use cases to guide responsible adoption.