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Salary: USD 180,200 - 281,600 / annual
ServiceNow seeks a Principal Customer Success Executive (PCSE) for U.S. Federal customers based in Vienna, Virginia. This is a senior leadership role focused on post-sale customer relationships with C-suite and senior executive stakeholders at strategically important accounts.
In this role, you will own the end-to-end customer success strategy for a select portfolio of large, complex federal accounts. You will lead high-complexity digital transformation initiatives, ensuring alignment across ServiceNow's Customer Excellence teams and delivery partners. You will serve as a trusted strategic advisor, helping customers maximize long-term value from the ServiceNow platform across IT operations, HR, security, customer service, and governance domains.
Key responsibilities include:
- Leading complex, multi-workstream transformation programs with C-suite stakeholder engagement
- Identifying and mitigating risks, ensuring healthy adoption and usage levels
- Developing executive-ready narratives and platform value stories in partnership with Customer Success Managers and other team members
- Proactively identifying professional services and upsell opportunities through capability roadmapping and adoption analysis
- Providing pre-sales support and thought leadership on industry trends and best practices
- Standardizing delivery methodologies and ensuring governance adherence
- Advising on change management and post-delivery adoption strategies
- Mentoring other Customer Success resources on transformation best practices
- Working closely with Sales to define product adoption and retention plans
- Preventing customer and revenue churn through proactive risk identification
You will report to ServiceNow leadership and serve as an advocate for product evolution based on customer insights.
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
- Significant experience collaborating with senior IT and business leaders, translating corporate strategy into ServiceNow technology applications
- Experience supporting or working with U.S. Federal customers (preferred)
- Project management experience required; PMP certification preferred
- Demonstrated expertise in one or more of: IT Strategy & Planning, IT Operations & Management, HR, Security Operations, Customer Service Management, IT Governance, IT Portfolio/Program/Project Management, IT Project Delivery (SDLC) and adoption
- 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
- Ability to articulate AI system design, ethical implications, and platform use cases clearly to guide peers and stakeholders in responsible AI adoption
