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ServiceNow is seeking a Principal Customer Success Executive for the Manufacturing Vertical to drive customer outcomes, retention, and expansion across a portfolio of high-value US Manufacturing accounts. This is a senior individual contributor role within the Customer Excellence Group (CEG), operating with full accountability for the commercial health and strategic growth of assigned accounts at the account-level general manager level.
You will serve as the primary post-sales customer executive for your accounts, acting as a strategic advisor to manufacturing CIOs and senior IT leaders. This is not an account-monitoring role—you will personally drive demonstrable year-over-year growth, build trusted executive relationships, and execute cross-functional motions that convert platform adoption into measurable business outcomes.
Key Responsibilities:
• Own account-level commercial performance, driving GRR, NRR, and renewal outcomes through proactive risk management, downsell prevention, and expansion motions.
• Engage at the executive level as a strategic advisor, building and maintaining trusted relationships with C-suite and senior IT stakeholders. Co-develop digital transformation strategies positioning ServiceNow as the strategic platform partner for modernization and AI agendas.
• Translate customer strategy into a ServiceNow roadmap, mapping enterprise priorities to phased platform implementations that connect capabilities to measurable business outcomes.
• Run complex transformations in large accounts, owning governance, delivery excellence, and cross-functional orchestration across multiple business units and concurrent workstreams.
• Deliver compelling executive presentations articulating ServiceNow value through data-driven narratives, both internally and to customers.
• Drive AI consumption and platform adoption as a strategic KPI, designing and executing adoption journeys that convert license entitlements into measurable outcomes with focus on emerging agentic capabilities.
• Establish clear, measurable success metrics with each customer, regularly reviewing progress, proactively identifying risks, and refining business transformation plans.
• Champion the voice of the customer, synthesizing industry-specific feedback and adoption blockers into structured input for Product Engineering and roadmap prioritization.
• Operationalize customer health at scale, defining and managing operational KPIs for your portfolio including adoption, technical health, renewals, customer satisfaction, and expansion.
Requirements:
• 10–15 years of experience in management consulting, enterprise SaaS, senior customer success, or technology-enabled business transformation roles.
• BA/BS or equivalent required; MBA or advanced degree preferred.
• Demonstrated experience operating as the primary post-sales customer success executive, owning commercial outcomes, adoption trajectory, and renewal health.
• Proven success running large-scale, strategic account transformations and exceeding business objectives.
• Exceptional commercial instincts and business acumen; ability to think in portfolio economics and translate customer outcomes into business impact narratives.
• Proven ability to engage at the C-suite level with both customers and internally, with direct experience partnering with CIOs and senior IT executives.
• Strong data storytelling ability to translate complex adoption metrics and portfolio performance into executive-level narratives.
• Strong track record building productive relationships across Sales, Presales, Delivery, Product, and Enablement in matrixed environments.
• Deep understanding of how manufacturing enterprises operate, their priorities, and friction points. Familiarity with adjacent verticals (Energy, Transportation, Services) is a plus.
• Experience overseeing technical account health including adoption telemetry, integration health, platform upgrades, and solution expansion.
• Background with AI/ML platform products or driving AI adoption programs is a significant differentiator.
• Experience leveraging or critically evaluating how to integrate AI into work processes, decision-making, or problem-solving.
• Ability to thrive in a high-velocity, high-accountability environment with willingness to travel domestically to strategic customer sites as required.
