Principal Product Success Manager

ServiceNow•Washington, DC

1d•$275,000

About The Position

Product Excellence (PEx) is the highest-tier team of experts within the Customer Excellence Group (CEG). We are the first line of advisors for our newest products, and we are the last line of defense to protect our customers. This is a unique opportunity to serve as a highest tier Workplace product expert and lead our strategic Workplace customers on the path of adopting our newest innovation while ensuring they are getting value from our products. As a member of the Workplace Product Excellence (PEx) team, you will play a critical role in driving adoption and innovation across our Workplace products (Workplace Service Delivery, Health & Safety & Core Business Services, with a focus on accelerating AI-powered capabilities. You will partner closely with product teams to amplify the voice of the customer, influence roadmap decisions, and ensure our solutions deliver meaningful value. Additionally, you will lead customer programs and monitor customer health to support value realization, renewals, and advocacy. You will have a broad impact by scaling our specialized knowledge to support and upskill the Customer Experience Group (CEG), Expert Services, and Partner organizations.

Requirements

Overall 7+ years of work experience with ServiceNow platform a minimum of 4 years in a technical or techno-functional customer facing role, delivering ServiceNow Workplace product line implementations for large organizations
ServiceNow Certified System Administrator and other ServiceNow Certified Implementation Specialist certifications are desired, such as CMA & CTA
Strong ServiceNow platform knowledge with the ability to roll up sleeves and resolve technical issues while also understanding process nuances and KPIs that are critical for customer’s Workplace or GBS operations
Experience in shaping strategic programs that span multiple business units, leveraging deep platform and Workplace product expertise and customer insights to influence roadmap and adoption strategies
Proven ability to lead complex, large-scale implementation initiatives across global enterprise environments, driving alignment among diverse stakeholders and delivering measurable outcomes
Possesses deep-rooted expertise and an active presence in the Workplace industry, leveraging domain knowledge and industry relationships to shape product strategy and drive the success of focused solutions
Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical audiences
Strong analytical, problem-solving skills, and ability to work independently and as part of a team
Ability to work effectively in a fast-paced, dynamic environment
Familiarity with Agile methodologies and experience working in an Agile environment
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
Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.

Responsibilities

Lead strategic Workplace adoption via customer engagements: Drive the resolution of complex, high-impact, and highly visible global customer situations, ensuring exceptional customer satisfaction and value realization
Innovation & Time-to-Value Acceleration: Develop and execute innovative implementation strategies to reduce time-to-value for WSD, H&S and CBS suites and support adoption of adjacent ServiceNow products in Core Business Workflows
Advanced Escalation Management: Serve as the primary escalation point for critical customer issues not resolved by Support, Expert Services (ES), or Impact teams
Product Strategy & Influence: Partner closely with ServiceNow Product Management and R&D to provide field insights, influence the product roadmap, and contribute to ongoing innovation for our CBW products
Workplace Evangelism & Ecosystem Leadership: Act as a key stakeholder and chief evangelist within the CBW / Workplace ecosystem, advocating for best practices, scalable solutions, and cross-functional collaboration
At-Risk Account Recovery: Develop and deliver on strategies to support higher retention rates for Workplace accounts requiring remediation or strategic attention
Mitigate renewal risk: Mitigate renewal risk by proactively identifying at-risk Workplace accounts through Product Excellence tooling and AI-driven insights, coordinating targeted interventions, D&L mitigation strategies, and tailored enablement plans. Drive alignment across Customer Excellence Group, Sales, and Product teams to ensure value realization and renewal success
New Product Leadership: Lead early adoption and pilot efforts (Vanguards) for new Workplace product releases, collaborating with product teams to validate use cases and drive successful outcomes
AI-Driven Innovation: Ideate and shape AI-led strategies that align with product roadmap and help reduce customer Time To Value