Principal Product Success Manager

ServiceNow•San Diego, CA

2d•$171,900 - $300,800

About The Position

Join ServiceNow’s Product Excellence team to lead product adoption and growth success for Process Mining and core AI Core Platform capabilities. The AI Core Platform underpins ServiceNow products and supports reliability, security, scalability, upgradeability, user experience, and measurable business outcomes. Product Excellence Managers work directly with customers to improve their product experience, support successful adoption, monitor customer health, deliver customer programs, and serve as liaisons between customers and product teams. The role focuses on ensuring top customers successfully adopt Process Mining and core AI Core Platform capabilities. It involves close collaboration with product managers and teams across Sales, Marketing, Customer Outcomes, and Alliance & Channels. The position reports to the Senior Manager for App Engine, Vault and Process Mining. The manager develops trusted customer relationships, drives continued product value, supports satisfaction and retention, and helps customers realize measurable business outcomes throughout their lifecycle. Travel of up to 25–35% annually may be required once applicable.

Requirements

At least 5 years of experience architecting and delivering complex solutions on the ServiceNow Platform.
At least 3 years of experience supporting Process Mining, process optimisation, value realisation, operational discovery, or process improvement programmes with enterprise customers.
At least 3 years of experience in two or more ServiceNow core platform capabilities, such as Automated Test Framework, upgrades, Health Scan, Usage Analytics, Platform Analytics, CI/CD, source control, and clone management.
At least 2 years of experience in two or more adjacent AI Core Platform capabilities or interfaces, such as Predictive Intelligence, Virtual Agent, AI Agents, Mobile App Builder, UI Builder, Workspace, or Portal.
At least 1 year of experience with ServiceNow Performance Analytics or Platform Analytics configuration, administration, customer delivery, adoption tracking, and outcome reporting.
Experience translating Process Mining insights into adoption plays, measurable process improvement recommendations, and executive-ready value narratives.
Strong commitment to customer success and driving long-term customer value.
Data-driven approach to customer engagement focused on business outcomes and value realization.
Excellent verbal and written communication skills, including the ability to chair sessions and host webinars.
Ability to travel up to 25–35% annually once applicable.

Nice To Haves

Experience with ServiceNow encryption capabilities.

Responsibilities

Serve as the focal point for coordinating customer programs and events with Product Excellence.
Understand customers’ use cases, process improvement goals, operational bottlenecks, and desired outcomes for Process Mining and the AI Core Platform.
Build trusted strategic-advisor relationships and drive continued value from ServiceNow products and services.
Develop relationships with decision makers and influencers across customers, partners, and internal stakeholders.
Build a portfolio of referenceable customers and contacts.
Collaborate with Sales and provide customer references for new opportunities when needed.
Own customer satisfaction and retention for assigned customers.
Work with customers and account teams to establish goals and key performance indicators, and help customers achieve them throughout the lifecycle.
Identify and mitigate risks to customer growth, satisfaction, or renewal; develop and execute risk mitigation strategies.
Drive ongoing adoption of Process Mining and capabilities including Platform Analytics, Automated Test Framework, upgrades, Health Scan, Usage Analytics, CI/CD, source control, and clone management.
Liaise between Product Management and customers, particularly to gather product and roadmap feedback.
Collaborate with customers’ implementation partners and account teams to support satisfaction and trusted partnerships.