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Salary: USD 180,200 - 281,600 / annual
ServiceNow seeks a Principal Customer Success Executive (PCSE) to serve as a trusted C-suite advisor for U.S. Federal customers. This is a strategic, high-impact role focused on post-sale customer relationships, driving retention, expansion, and long-term platform value realization.
You will own the end-to-end customer success strategy for a smaller portfolio of strategically important, complex accounts. Your responsibilities include:
• Leading high-complexity digital transformations in ServiceNow's largest federal customers, ensuring alignment across all customer excellence roles and governance frameworks
• Proactively identifying professional services and upsell opportunities through product roadmap analysis, value blueprints, and adoption metrics
• Partnering with Customer Success Managers and other team members to create executive-ready narratives and demonstrate platform ROI
• Shaping customer organizational strategy by identifying emerging trends, refining best practices, and providing industry-specific thought leadership
• Driving operational consistency by standardizing delivery methodologies, ensuring governance adherence, and advising on change management
• Establishing relationships with ServiceNow leadership to advocate for product evolution based on customer insights
• Identifying and mitigating churn risks, managing SLA compliance, and improving customer satisfaction
• Collaborating with Sales to define product adoption and retention strategies
• Mentoring other Customer Success resources on transformation best practices
This role requires deep expertise in federal IT environments, strong executive presence, and the ability to influence C-suite stakeholders. You will work at the intersection of customer success, sales, and delivery, orchestrating complex multi-workstream programs and resolving high-stakes escalations.
REQUIREMENTS:
• Minimum 15+ years in client-facing roles (account management, consulting, or transformation leadership)
• Proven track record in executive-level leadership roles, influencing senior stakeholders and driving strategic outcomes
• Experience supporting or working with U.S. Federal customers (preferred)
• Project management experience required; PMP preferred
• Demonstrated expertise in at least one of: IT Strategy & Planning, IT Operations & Management, HR, Security Operations, Customer Service Management, IT Processes, IT Governance, IT Portfolio/Program/Project Management, or IT Project Delivery (SDLC) and adoption
• Significant experience collaborating with senior IT and business leaders, translating corporate strategy into ServiceNow technology applications
• Experience with project problem diagnosis, solution development, client communications, facilitation, documentation, expectation management, and team leadership
• Experience leveraging AI to optimize workflows, tailor solutions, and inform strategic decisions
• Ability to articulate AI system design, ethical implications, and platform use cases to guide responsible adoption
• Experience critically thinking about AI integration into work processes, decision-making, and problem-solving
