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Salary: USD 180,200 - 315,400 / annual
ServiceNow is seeking a Principal Customer Success Executive (PCSE) to serve as a trusted C-Suite advisor and post-sale relationship owner for strategically important Impact accounts. This role focuses on driving customer satisfaction, retention, and expansion by delivering transformational value through the ServiceNow platform.
As a PCSE, you will lead high-complexity transformations for ServiceNow's largest and most strategic customers, ensuring alignment across all Customer Excellence roles and governance frameworks. You will proactively identify professional services and upsell opportunities through product capability roadmapping and adoption analysis, providing pre-sales support as needed. Working closely with Impact team members, you will create executive-ready narratives and partner with senior customer stakeholders to shape organizational strategy, identify emerging trends, and provide industry-specific thought leadership.
Key responsibilities include: establishing relationships with ServiceNow leaders and advocating for product evolution based on customer insights; mentoring Customer Success resources on transformation best practices; identifying and mitigating revenue and customer churn risks; working with Sales Teams to define product adoption and retention plans; providing prescriptive guidance on project governance and SLA management; and driving operational consistency through standardized delivery methodologies. You will focus on a smaller number of strategically important accounts, ensuring customers recognize the value of the ServiceNow Platform at all levels and facilitating smooth paths to renewal, upsell, and cross-sell opportunities.
Requirements:
- Minimum 15+ years in client-facing roles with focus on account management, consulting, or transformation leadership
- Demonstrated experience in executive-level leadership roles with proven track record of influencing senior stakeholders and driving strategic outcomes
- Significant experience collaborating with senior IT and business leaders, translating corporate strategy/objectives with ServiceNow technology
- Experience in critical subject areas including IT Strategy and Planning, IT Operations and Management, Human Resources, Security Operations, Customer Service Management, IT Processes, IT Governance, IT Portfolio/Program/Project Management, or IT Project Delivery (SDLC)
- Demonstrated history delivering consulting services in one or more of the above areas
- Project management experience required; PMP preferred
- Experience in project problem diagnosis, solution development, client communications, facilitation, documentation, expectation management, and team leadership
- Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
- Ability to independently leverage AI to optimize workflows, tailor customer solutions, and inform strategic decisions
- Ability to articulate AI system design, ethical implications, and platform use cases clearly, guiding peers and stakeholders in responsible AI adoption
