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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 is a senior leadership role focused on driving customer satisfaction, retention, and expansion through strategic value delivery and transformation leadership.
Key Responsibilities:
- Lead high-complexity transformations for ServiceNow's largest and most strategic customers, ensuring alignment across Customer Excellence roles and adherence to governance frameworks
- Proactively identify professional services and upsell opportunities through product capability roadmapping, value blueprints, and adoption analysis
- Partner with Customer Success Managers and internal teams to create executive-ready narratives and joint customer insights
- Work with senior customer executives to shape organizational strategy, identify emerging trends, and provide industry-specific thought leadership
- Drive operational consistency by standardizing delivery methodologies and ensuring governance adherence
- Establish relationships with ServiceNow leaders, advocating for product evolution based on customer insights and mentoring other Customer Success resources
- 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 project/program governance and help customers establish appropriate governance models
- Monitor contractual SLA compliance and take corrective action when needed
- 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
- Significant experience collaborating with senior IT and business leaders, translating corporate strategy/objectives using 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)
- Proven consulting services delivery experience
- Experience with project problem diagnosis, solution development, client communications, decision-making facilitation, documentation, expectation management, and team leadership
- Experience leveraging or critically thinking about AI integration into work processes, decision-making, or problem-solving
- Ability to independently leverage AI to optimize workflows, tailor customer solutions, and inform strategic decisions
- Capability to articulate AI system design, ethical implications, and platform use cases clearly, guiding peers and stakeholders in responsible AI adoption
