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ServiceNow is seeking a Principal Customer Success Manager (titled Senior Success Advocate) to lead customer outcomes and adoption across a portfolio of enterprise accounts. In this director-level role, you will oversee customer engagement and business outcomes, assign activities to team members, and ensure customers achieve maximum value from their ServiceNow investments.
Key responsibilities include:
- Manage a portfolio of customers to drive adoption and usage of ServiceNow products through prescriptive guidance
- Oversee engagement and outcomes for assigned customers, ensuring technical health and product currency
- Assign and delegate activities to team members to achieve customer success outcomes
- Guide development of new Success Plays and work with customers to create use cases and success stories
- Mentor and guide junior team members on best practices
- Collaborate with other ServiceNow teams to address customer issues and reduce escalations
- Identify and own new projects that expand customer value
- Participate in recruiting efforts
- Bring ServiceNow's best practices, innovations, and capabilities to help customers achieve their strategic goals
This role requires someone who can think strategically about customer outcomes, lead cross-functional initiatives, and mentor a team. You'll work in a distributed environment with flexible work personas depending on the nature of your work and assigned location.
Requirements:
- 10+ years of related work experience (or equivalent)
- Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving (using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact)
- ServiceNow certifications required
- Demonstrated ability to mentor team members
- Creativity and comfort running projects independently
- Strong analytical and problem-solving skills for complex issues
- Ability to work collaboratively across teams
