Principal Customer Success Manager - Federal

ServiceNow•Austin, TX

About The Position

The Principal Customer Success Manager acts as an advocate for customers, overseeing a portfolio to help them achieve business outcomes and increase adoption and use of purchased ServiceNow products through prescriptive guidance. The role brings ServiceNow best practices, innovations, and capabilities to help customers achieve their goals and obtain maximum value from their investment and licenses. It also guides engagement and outcomes across the portfolio, coordinates activities with other team members, and supports broader customer-success practices and team development.

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 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.
Assist with recruiting.