Principal Product Success Architect

ServiceNow•Waltham, MA

About The Position

The Principal Product Success Architect is part of ServiceNow’s GAIL (Get AI Live) Core Team, which provides the institutional knowledge, tooling, and senior expertise needed to scale strategic customer engagements and support AI adoption. The role sets the strategic direction for program growth, leads the most complex deployments and escalations, and develops infrastructure and knowledge systems that improve capability across the practice. It bridges hands-on technical delivery with program strategy, guiding how the program evolves to address more complex problems and serve more customers.

Requirements

At least 8 years of software engineering experience, with substantial experience in enterprise product work and hands-on customer or field delivery.
Expert-level coding ability in JavaScript and at least one additional language, such as Java or Python, with a track record of shipping and scaling production systems.
Deep experience deploying and integrating AI features and generative AI models, including Now Assist, AI Agents, or equivalent platforms, across multiple customer environments and deployment patterns.
Strong judgment in prompt engineering and non-deterministic model behavior, including advising on reliability, production readiness, and edge cases.
Ability to balance pragmatism with the long-term health of program standards, tooling, and scalability.
Proven ability to build, own, and scale shared infrastructure and platforms used by multiple teams.
Strong mentoring and coaching skills.
Excellent communication with technical and non-technical audiences, including customer executives and internal leadership.
Ability to influence and drive program- or organization-level change without formal authority.

Responsibilities

Own the most complex and escalated GAIL and Go-Live Support engagements, including large-scale enterprise deployments, acquisition integrations, and high-stakes go-lives.
Set the strategic direction for GAIL tooling and infrastructure, define needed capabilities, and own the roadmap to build them.
Own and evolve the GAIL playbook and quality standards across the practice.
Identify patterns in engagement failure modes, complexity, and escalations, and translate them into playbook changes and tooling investments.
Mentor and develop Core Team engineers and high-potential rotating engineers.
Partner with product, engineering leadership, and customer success to turn field feedback into product and program improvements.
Represent the program in strategic customer conversations and executive engagements.