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Salary: USD 171,900 - 300,800 / annual
ServiceNow is seeking a Principal Product Success Architect to join the GAIL (Get AI Live) Core Team, a permanent program that deploys engineers into strategic customer engagements to drive AI adoption and measurable value realization.
In this role, you will set the strategic direction for how the GAIL program scales, own the most complex and escalated customer engagements, and build the infrastructure and knowledge systems that raise capability across the entire practice. You bridge technical delivery and program strategy, leading by example on the most complex deployments while shaping how the program evolves.
Key responsibilities include:
- Owning the most complex, escalated GAIL and Go-Live Support engagements, including large-scale enterprise deployments, acquisition integrations, and high-stakes go-lives where program reputation is critical
- Setting strategic direction for GAIL tooling and infrastructure, defining next-generation capabilities and owning the roadmap
- Owning and evolving the GAIL playbook and quality standards across the entire practice
- Driving systemic improvements by identifying patterns in failure modes, complexity, and escalations, translating them into playbook changes and tooling investments
- Mentoring and developing Core Team engineers and high-potential rotators, actively raising capability and shaping the next generation of leaders
- Partnering deeply with product, engineering leadership, and customer success to translate field signal into product and program improvements
- Representing the program in customer-facing strategic conversations and executive engagements
Requirements:
- 8+ years of software engineering experience with substantial depth in both enterprise product work and hands-on customer or field delivery
- Expert-level coding ability in JavaScript and one or more additional languages (Java, Python, or equivalent), with proven track record of shipping and scaling production systems
- Deep experience deploying and integrating AI features and GenAI models, including Now Assist, AI Agents, or equivalent platforms, across multiple customer environments and deployment patterns
- Strong judgment on prompt engineering and non-deterministic model behavior, including ability to advise on reliability, production readiness, and edge cases
- Strategic mindset about standards, tooling, and scalability; ability to balance pragmatism with long-term program health
- Proven ability to build, own, and scale shared infrastructure and platforms that multiple teams depend on
- Strong mentoring and coaching capability; demonstrated ability to actively develop engineers around you
- Excellent communication and presence across technical and non-technical audiences, including customer executives and internal leadership
- Demonstrated ability to influence and drive change at a program or organizational level without formal authority
