Sr Principal Customer Success Manager

ServiceNow • Austin, TX

1d

About The Position

Company Description It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone. Job Description What you get to do in this role: You will Identify areas of risk and takes steps to prevent customer or revenue churn You will be responsible for working closely with Sales Teams to define and execute product adoption and customer retention plans As a Customer Success Executive, you will provide prescriptive guidance on internal project/program governance and help the customer create the appropriate governance models and makes sure that all parties adhere to it. You will help the customer identify incidents where contractual SLAs were missed and takes necessary action Improving the overall satisfaction of the customer, as well as the satisfaction of their internal customers, is the key to success in this role.

Requirements

• 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.
• Significant experience collaborating with senior IT and business leaders.
• A track record of successfully demonstrating the ability to translate corporate strategy/objectives with the applied use of ServiceNow technology in the context of the client’s environment.
• Project management experience required.
• A minimum of 10 years in a similar client facing or appropriately relevant role, in operating account or client relationship management
• Experience in any of the following critical subject areas, with a demonstrated history delivering consulting services: IT Strategy and Planning, IT Operations and Management, Human Resources, Security Operations, Customer Service Management, IT Processes, IT Governance, IT Portfolio, Program and Project Management, IT Project Delivery (SDLC)
• Experience with project problem diagnosis, solution development, client communications, facilitation of decision making, documentation, managing client expectations, and team leadership

Nice To Haves

• PMP preferred

Responsibilities

• Identify areas of risk and takes steps to prevent customer or revenue churn
• Working closely with Sales Teams to define and execute product adoption and customer retention plans
• Provide prescriptive guidance on internal project/program governance and help the customer create the appropriate governance models and makes sure that all parties adhere to it
• Help the customer identify incidents where contractual SLAs were missed and takes necessary action
• Improving the overall satisfaction of the customer, as well as the satisfaction of their internal customers

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees