Principal Product Success Architect

ServiceNow•Waltham, MA

20h•$171,900 - $300,800

About The Position

The GAIL (Get AI Live) program deploys engineers into strategic customer engagements to drive AI adoption and measurable value. Its permanent Core Team provides institutional knowledge, tooling, and senior expertise to strengthen engagements and support rotating engineers. As a Principal Product Success Architect on the GAIL Core Team, you set strategic direction for program growth, lead the most challenging engagements and escalations, and build infrastructure and knowledge systems that increase capability across the practice. The role combines hands-on technical delivery with program strategy, leading complex deployments while improving how the program addresses difficult problems and serves more customers.

Requirements

At least 8 years of software engineering experience, with substantial depth 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.
Strategic judgment about standards, tooling, and scalability, balancing pragmatism with the long-term health of the program.
Proven ability to build, own, and scale shared infrastructure and platforms used by multiple teams.
Strong mentoring and coaching capability.
Excellent communication with technical and non-technical audiences, including customer executives and internal leadership.
Demonstrated ability to influence and drive organizational or program-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 and roadmap for GAIL tooling and infrastructure.
Own and evolve the GAIL playbook and quality standards across the practice.
Identify patterns in failure modes, complexity, and escalations, and turn 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 translate field feedback into product and program improvements.
Represent the program in strategic customer conversations and executive engagements.