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Salary: USD 190,900 - 300,100 / annual
ServiceNow seeks a Principal Product Success Manager to lead the technical direction of Facilities Management and Core Business Services product lines within the Product Excellence (PEx) team, the highest-tier expert group in the Customer Excellence Group (CEG). This is a rare opportunity to serve as the most senior technical member of PEx, architecting and deploying innovative agentic AI solutions directly with the company's most strategic customers.
You will spend the majority of your time in customer-facing work: discovery, solutioning, and deployment. Your responsibilities include:
- Leading innovation and new product adoption by championing early adoption and pilot efforts for new releases, particularly AI-driven capabilities that reduce time-to-value
- Architecting solutions on the ServiceNow platform that address customer needs around agentic AI workflows, system integrations, data architecture, and guardrails
- Driving strategic adoption by leading resolution of complex, high-impact customer situations and supporting value realization across your customer base
- Managing escalations and at-risk accounts by serving as the primary escalation point for critical issues, proactively identifying at-risk accounts, and developing remediation strategies
- Serving as the trusted technical advisor in customer conversations from technical working sessions to executive discussions, clearly communicating what's possible, tradeoffs, and responsible adoption
- Analyzing customer use cases and scoping solutions by working directly with customer business and technical teams to translate ambiguous problem statements into well-scoped use cases with clear success criteria
- Influencing product strategy by partnering with Product Management and Engineering to feed field learnings back into the platform, advocating for roadmap priorities based on real customer impact
- Setting technical strategy and standards for the group by defining multi-engagement technical direction, reference architectures, and reusable deployment patterns that CEG teams apply across customers
- Leading the PEx group technically by providing architectural direction, review, and mentorship across engagements, unblocking the hardest technical problems, and raising the overall standard of solutioning and delivery
Your work compounds: the patterns you establish are adopted across a growing team and customer base, and your influence extends back into the product lines and CEG. Your impact is measured by the soundness of your judgment, the patterns you establish, and the outcomes your customers achieve.
REQUIREMENTS:
- Facilities Management and Employee Workflows domain expertise is mandatory (Facilities Management, Health and Safety, Core Business Services, Finance, Legal, Contracts, etc.)
- 7+ years of work experience with ServiceNow platform in a technical or techno-functional customer-facing role, delivering ServiceNow / Facilities Management / Employee Workflows product line implementations
- ServiceNow Certified Master Architect or Certified Technical Architect certifications are desired; advanced degrees or relevant certifications are a plus but are not a substitute for demonstrated ability to ship reliable solutions with AI-native practices
- Extensive customer-facing solution delivery experience working directly with customers to analyze needs, architect solutions, and deploy them to production in a forward-deployed, professional services, solution architecture, or comparable delivery or success role
- Hands-on experience designing and operating autonomous agent systems: planning, tool invocation, memory, context design, and guardrails; working command of LLM behavior, evaluation, and failure modes needed to reason about and verify agentic solutions in production (this is not an AI research or foundation-model role)
- Excellent communication and stakeholder skills, able to run discovery and working sessions, influence customer technical and executive audiences, and clearly convey capabilities, limitations, tradeoffs, and risk
- Experience shaping strategic programs that span multiple business units, leveraging deep platform and Workplace product expertise and customer insights to influence roadmap and adoption strategies
- Deep-rooted expertise and active presence in the Facilities and Employee workflows industries, leveraging domain knowledge and industry relationships to shape product strategy and drive solution success
- Experience working with cross-functional teams including product, process owners, engineers, sales, and marketing professionals
- Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
