Principal Product Success Manager

ServiceNow•Chicago, IL

15h•$171,900 - $300,800

About The Position

ServiceNow’s Product Excellence (PEx) team is the highest-tier expert team within the Customer Excellence Group (CEG), advising customers on newer products and helping protect customer outcomes. The Principal Product Success Manager will serve as a senior HR Service Delivery (HRSD) product expert, guiding strategic HRSD customers in adopting new innovations and realizing value from ServiceNow products. The role drives adoption and innovation across HRSD, with a focus on AI-powered capabilities. It partners with Product Management and R&D to share customer insights and influence the product roadmap, leads customer programs, monitors customer health, and supports value realization, renewals, and customer advocacy. The position also scales specialized knowledge by supporting and upskilling CEG, Expert Services, and partner organizations.

Requirements

Experience leveraging or critically considering how to integrate AI into work processes, decision-making, or problem-solving.
At least 5 years of overall work experience with the ServiceNow platform.
At least 3 years in a technical or techno-functional customer-facing role delivering ServiceNow HRSD implementations for large organizations.
Strong ServiceNow platform knowledge and ability to resolve technical issues while understanding process nuances and KPIs important to customers’ HR operations.
Experience shaping strategic programs spanning multiple business units, using platform and HRSD expertise and customer insights to influence roadmap and adoption strategies.
Proven ability to lead complex, large-scale HRSD initiatives in global enterprise environments, align diverse stakeholders, and deliver measurable outcomes.
Deep expertise and an active presence in the HR industry, using domain knowledge and industry relationships to shape product strategy and support HR-focused solutions.
Excellent communication and interpersonal skills, including the ability to communicate technical concepts to non-technical audiences.
Strong analytical and problem-solving skills.
Ability to work effectively in a fast-paced, dynamic environment.
Familiarity with Agile methodologies and experience working in an Agile environment.
Ability to work independently and as part of a team.
Experience working with cross-functional teams, including product, process owners, engineers, sales, and marketing professionals.
Customer-focused mindset and commitment to delivering high-quality results.
Proven track record of driving business growth and customer satisfaction through innovative technology solutions.

Nice To Haves

ServiceNow Certified System Administrator certification.
Other ServiceNow Certified Implementation Specialist certifications, such as CTA.

Responsibilities

Lead strategic HRSD customer engagements and resolve complex, high-impact, highly visible global customer situations to support customer satisfaction and value realization.
Develop and execute implementation strategies to reduce time-to-value for CBS and HRSD suites and support adoption of adjacent ServiceNow Core Business Workflow products.
Serve as the primary escalation point for critical customer issues not resolved by Support, Expert Services, or Impact teams.
Partner with ServiceNow Product Management and R&D to provide field insights, influence the product roadmap, and contribute to HRSD product innovation.
Advocate for HRSD best practices, scalable solutions, and cross-functional collaboration within the HRSD ecosystem.
Develop and deliver strategies to recover at-risk HRSD accounts and support higher retention.
Identify at-risk HRSD accounts using Product Excellence tooling and AI-driven insights; coordinate interventions, D&L mitigation strategies, and tailored enablement plans to mitigate renewal risk.
Coordinate across the Customer Excellence Group, Sales, and Product teams to support value realization and renewal success.
Lead early adoption and pilot efforts (Vanguards) for new CBW and HRSD releases, collaborating with product teams to validate use cases and drive successful outcomes.
Ideate and shape AI-led strategies aligned with the product roadmap to help reduce customer time-to-value.
Scale specialized HRSD knowledge by supporting and upskilling CEG, Expert Services, and partner organizations.