Principal Product Success Manager

ServiceNow•San Diego, CA

4d•$171,900 - $300,800

About The Position

The Principal Product Success Manager will lead product adoption and growth success motions for Process Mining and core AI Core Platform capabilities. The role focuses on ensuring top customers successfully adopt these products, achieve measurable business outcomes, and become satisfied, retained, referenceable customers. The position is part of the Product Excellence team and works closely with Product Management, Sales, Marketing, Customer Outcomes, Alliance & Channels, customers, and implementation partners. It reports to the Senior Manager for App Engine, Vault and Process Mining. The Product Success Manager serves as a strategic advisor and primary point of coordination for assigned customer programs. They monitor customer health, establish goals and performance indicators, support adoption throughout the customer lifecycle, identify and mitigate risks to growth or renewal, and relay customer feedback to Product Management. The position may require travel of up to 25–35% annually when 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 optimization, value realization, operational discovery, or process improvement programs 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 plans, measurable process improvement recommendations, and executive-ready value narratives.
Strong commitment to customer success and driving long-term customer value.
Data-driven approach and commitment to directing customer engagement toward 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 when applicable.

Nice To Haves

Experience with ServiceNow encryption capabilities.

Responsibilities

Serve as the focal point of contact and coordination for customer programs and events with Product Excellence.
Understand customer use cases, process improvement goals, operational bottlenecks, and desired outcomes across Process Mining and the AI Core Platform.
Build trusted strategic-advisor relationships with assigned customers and drive continued value from products and services.
Develop relationships with customer and partner decision-makers and influencers, as well as internal ServiceNow 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 within the assigned portfolio.
Work with customers and account teams to establish goals and key performance indicators, and help customers achieve them throughout their lifecycle.
Identify and mitigate risks to customer growth, satisfaction, or renewal, and execute appropriate 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.
Act as the liaison between Product Management and customers, conveying product and roadmap feedback.
Collaborate with implementation partners and account teams to achieve customer satisfaction and foster trusted partnerships.