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Salary: USD 180,200 - 315,400 / annual
ServiceNow seeks 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 increasing customer satisfaction, driving retention, and enabling expansion through strategic value delivery and transformation leadership.
As a PCSE, you will lead high-complexity transformations across ServiceNow's largest customers, ensuring alignment across all Customer Excellence roles and governance frameworks. You will proactively identify professional services pipeline opportunities through product capability roadmapping and adoption analysis, providing pre-sales support as needed. Working closely with Impact team members, you'll create executive-ready narratives that demonstrate strategic oversight and value management.
Key responsibilities include partnering with senior customer executives to shape organizational strategy, identifying emerging trends, and providing industry-specific thought leadership. You will drive operational consistency by standardizing delivery methodologies and ensuring adherence to governance and quality standards. You'll establish relationships with ServiceNow leaders, advocating for product evolution based on customer insights and mentoring other Customer Success resources on transformation best practices.
Additionally, you will identify and mitigate areas of risk to prevent customer or revenue churn, work closely with Sales Teams to define product adoption and retention plans, provide prescriptive guidance on project/program governance, monitor contractual SLA compliance, and improve overall customer satisfaction.
The role requires leveraging AI to optimize workflows, tailor customer solutions, and inform strategic decisions. You will articulate AI system design, ethical implications, and platform use cases clearly, guiding peers and stakeholders in responsible, value-driven AI adoption.
**Requirements:**
- Minimum 15+ years in client-facing roles with focus on account management, consulting, or transformation leadership
- Executive-level leadership experience with proven track record of influencing senior stakeholders and driving strategic outcomes (strongly preferred)
- Significant experience collaborating with senior IT and business leaders, translating corporate strategy/objectives with ServiceNow technology
- Project management experience required; PMP preferred
- Demonstrated expertise in at least one of: 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)
- Experience in project problem diagnosis, solution development, client communications, facilitation, documentation, expectation management, and team leadership
- Experience leveraging or critically thinking about integrating AI into work processes, decision-making, or problem-solving
- Ability to independently leverage AI to optimize workflows and inform strategic decisions
- Strong communication skills to articulate AI system design, ethical implications, and platform use cases
