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Salary: USD 171,900 - 300,800 / annual
ServiceNow is seeking a Principal Product Success Manager to join the Product Excellence team, working on strategic platform capabilities including Process Mining and the AI Core Platform. This is a customer-facing leadership role focused on driving adoption and success for top-tier enterprise customers at one of the world's largest and fastest-growing enterprise SaaS companies.
You will serve as the focal point of coordination for customer programs and events, developing deep understanding of customer use cases, process improvement goals, and operational bottlenecks. Your mission is to ensure success of assigned customers by helping them adopt Process Mining and core AI Core Platform capabilities. This role is highly collaborative, working across product management, sales, marketing, customer outcomes, and channels teams.
Key responsibilities include:
- Serving as primary contact for customer programs and strategic coordination
- Establishing trusted advisor relationships with key decision makers across assigned customer portfolio
- Building a strong base of referenceable customers and contacts
- Ensuring customer satisfaction, retention, and growth within assigned accounts
- Working with customers and account teams to establish KPIs and drive achievement of critical goals
- Uncovering and mitigating risks to customer growth, satisfaction, and renewal
- Driving ongoing adoption of new capabilities including Process Mining, Platform Analytics, Automated Test Framework, upgrades, Health Scan, Usage Analytics, CI/CD, and source control
- Acting as liaison between Product Management and customers, gathering product and roadmap feedback
- Collaborating with implementation partners to ensure solution satisfaction and trusted partnerships
- Translating Process Mining insights into adoption plays and executive-ready value narratives
This position reports to the Senior Manager for App Engine, Vault and Process Mining. Travel up to 25-35% annually is required.
REQUIREMENTS:
- 5+ years of experience architecting and delivering complex solutions on the ServiceNow Platform
- 3+ years supporting Process Mining, process optimization, value realization, operational discovery, or process improvement programs with enterprise customers
- 3+ years experience in two or more ServiceNow core platform capabilities (Automated Test Framework, upgrades, Health Scan, Usage Analytics, Platform Analytics, CI/CD, source control, clone management)
- 2+ years experience in two or more adjacent AI Core Platform capabilities or interfaces (Predictive Intelligence, Virtual Agent, AI Agents, Mobile App Builder, UI Builder, Workspace, Portal)
- 1+ year experience with ServiceNow Performance Analytics or Platform Analytics configuration, administration, customer delivery, adoption tracking, and outcome reporting
- Experience translating Process Mining insights into adoption plays and measurable process improvement recommendations
- ServiceNow encryption capabilities experience is a plus
- Fanatical about customer success with tenacity for driving long-term customer value
- Highly data-driven with commitment to drive customer engagement toward business outcomes and value realization
- Excellent verbal and written communication skills, including ability to chair sessions and host webinars
- Ability to travel 25-35% annually
