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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 focuses on driving customer satisfaction, retention, and expansion by delivering transformational outcomes through the ServiceNow platform.
Key Responsibilities:
- Lead high-complexity transformations in ServiceNow's largest strategic customers, ensuring alignment across Customer Excellence teams 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 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 leadership, 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.
Requirements:
- Minimum 15+ years in client-facing roles with focus on account management, consulting, or transformation leadership.
- Proven track record in executive-level leadership roles, influencing senior stakeholders and driving strategic outcomes.
- ServiceNow experience required.
- Project management experience required; PMP preferred.
- 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).
- Significant experience collaborating with senior IT and business leaders, translating corporate strategy/objectives with ServiceNow technology.
- Experience in project problem diagnosis, solution development, client communications, 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.
- Ability to articulate AI system design, ethical implications, and platform use cases; guide peers and stakeholders in responsible AI adoption.
