Principal Customer Success Manager - Federal

ServiceNow • Austin, TX

3d

About The Position

The Principal Customer Success Manager acts as an advocate for federal customers, overseeing a portfolio to help them achieve business outcomes and increase adoption and usage of purchased ServiceNow products through prescriptive guidance. The role brings ServiceNow best practices, innovations, and capabilities to help customers achieve their goals. It also guides other team members and ServiceNow teams, develops success practices, and mentors junior colleagues.

Requirements

• 10+ years of related work experience, or equivalent work experience.
• Experience leveraging or critically thinking about integrating AI into work processes, decision-making, or problem-solving. Examples may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Creativity and comfort running projects independently.
• Ability to improve complex issues through analysis and resolution.
• Ability to work collaboratively.
• Ability to mentor team members.
• ServiceNow certifications.

Responsibilities

• Oversee engagement and outcomes for customers in the assigned portfolio.
• Assign activities to other team members to achieve customer outcomes.
• Ensure customers are technically healthy and using the most recent product version.
• Guide development of new Success Plays.
• Work with customers to create new use cases and success stories.
• Help customers obtain maximum value from their ServiceNow investment and use their licenses.
• Guide other ServiceNow teams in addressing customer issues.
• Identify and own new projects.
• Reduce the number of escalated customers.
• Guide best-practice development and mentor or guide junior team members.
• Help with recruiting.

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Education Level: No Education Listed