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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 combines executive-level customer partnership with internal leadership, driving customer satisfaction, retention, and expansion through strategic value delivery.
Key Responsibilities:
- Lead high-complexity transformations in ServiceNow's largest and most strategic customers, ensuring alignment across Customer Excellence roles and adherence to governance frameworks and customer objectives.
- Proactively identify professional services and upsell opportunities through product capability roadmapping, value blueprints, and adoption analysis; provide pre-sales support as needed.
- Partner with Customer Success Managers and other Impact team members to create executive-ready narratives and joint customer insights.
- Work with senior customer executives to shape organizational strategy, identify emerging trends, refine best practices, and provide industry-specific thought leadership.
- Drive operational consistency by standardizing delivery methodologies and ensuring adherence to governance and quality standards.
- Establish relationships with ServiceNow leaders, advocate for product evolution based on customer insights, and mentor other Customer Success resources on transformation best practices.
- Identify and mitigate risks to prevent customer or revenue churn.
- Collaborate with Sales Teams to define and execute product adoption and customer retention plans.
- Provide prescriptive guidance on internal project and program governance; help customers establish appropriate governance models.
- Monitor contractual SLA compliance and take necessary corrective action.
- Improve overall customer satisfaction and internal customer satisfaction metrics.
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, with demonstrated success translating corporate strategy and objectives using ServiceNow technology in client environments.
- Experience leveraging or critically thinking about AI integration into work processes, decision-making, or problem-solving (AI-powered tools, workflow automation, AI-driven insights, or exploring AI's potential impact).
- Independently leverages AI to optimize workflows, tailor customer solutions, and inform strategic decisions.
- Articulates AI system design, ethical implications, and platform use cases clearly, guiding peers and stakeholders in responsible, value-driven AI adoption.
- PMP preferred; project management experience required.
- Demonstrated experience 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 with project problem diagnosis, solution development, client communications, facilitation of decision-making, documentation, managing client expectations, and team leadership.
