Principal Product Success Manager

ServiceNow•Santa Clara, CA

5h•Remote

About The Position

Our Customer Excellence Group is seeking a Principal Product Excellence Manager – CRM & Industry Workflow with expertise that ensures our customers deploy and realize value from their ServiceNow investment, particularly with our Technology Provider Service Management (TPSM) and Order Management for Telecommunications, Media, and Technology (OMT) applications. This is a hands-on role that suits someone capable of going wide and deep on our solutions with regard to people, process and technology. Emerging Practice Managers thrive as individual contributors, working collaboratively with Product Managers, Engineers, UX and Research teams, Sales teams, Customer Success, Partners, and Customers to improve the overall experience with our products, thereby influencing roadmap and making our customers successful. They monitor high value customer health, deliver emerging practices programs, and act as the liaison between customer and product teams along with the entire Customer Excellence Group. This job is a unique opportunity to drive adoption of our TPSM and OMT applications, but also work on other CRM & Industry Workflow applications.

Requirements

10+ years of experience in customer-facing implementation / delivery roles such as Solution Architect, Technical Consultant &/or former developer, ideally in a professional services or consulting capacity
Strong CRM domain and industry knowledge
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
ServiceNow CSM certified
Highly data-driven with commitment to drive customer engagement towards business outcome and value realization
Excellent verbal and written communication skills, including the ability to chair sessions and host webinars.
Abliity to travel up to 25% annually, when applicable

Responsibilities

Develop a deep understanding of customer use cases and success outcomes
Establish trusted / strategic advisor relationships with customers that drive continued value of our products and services
Develop strong relationships with key decision makers and influencers across customers and Business Unit colleagues
Work with customers and account teams to establish critical goals, or other key performance indicators and aid the customer in achieving their goals through their lifecycle
Uncover and mitigate any risk that threatens Customers' growth, satisfaction, or renewal; conceive and execute risk mitigation strategies accordingly
Ensure ongoing customer adoption of our products
Act as the liaison between Product Management and our Customers with a focus on feature collaboration
Collaborate with implementation partners to drive overall satisfaction with the solution and to create a trusted partnership between customer, partner, and the CRM & Industries Workflow Business Unit