SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
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 customer success leadership with strategic consulting, focusing on maximizing long-term platform value, driving retention, and enabling expansion opportunities.
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 pipeline opportunities through product capability roadmapping, value blueprints, and adoption analysis; provide pre-sales support as needed.
- 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, 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 areas of risk 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/program governance and 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, translating corporate strategy and objectives into applied ServiceNow technology solutions.
- 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).
- Project management experience required; PMP certification preferred.
- 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 (AI-powered tools, workflow automation, AI-driven insights analysis).
- 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, value-driven AI adoption.
