ServiceNow is hiring a Principal Customer Success Executive to provide strategic leadership for post-sales activities within our most valuable accounts. In this role, you will accelerate customers' success, ensure predictable renewals, and maximize the impact of ServiceNow across business transformation initiatives as a trusted advisor to C-level executives.
What You'll Do
- Own and lead the customer’s post-sales transformation, aligning ServiceNow’s offerings to customer goals and bringing relevant industry thought-leadership.
- Foster strong relationships with C-Level executives to deliver on business outcomes.
- Partner with Account Executives to create and execute integrated pre- and post-sales strategies, delivering long-term value.
- Leverage the right resources at the right time to ensure success.
- Proactively identify potential risks to success and work with the customer and internal teams to develop strategies to overcome them.
- Guide and inspire the Customer Success team to meet critical operational KPIs—adoption, technical health, renewals, customer satisfaction, and expansion.
- Work closely with customers to align their roadmap and drive new revenue opportunities.
- Build relationships with ServiceNow leaders and consistently incorporate customer feedback to drive continuous improvement.
- Align business transformation insights with organizational goals to ensure long-term success.
- Drive innovative solutions for our customers, always looking for opportunities to help them achieve their long-term goals.
- Foster a culture of agility and calculated risk-taking within the team.
- Establish clear, measurable success metrics with the customer and regularly review progress.
- Refine business transformation plans as needed to ensure milestones are met and value is realized.
What We're Looking For
- Experience with Public Sector or SLED is required.
- BA/BS or equivalent required.
- A minimum of 12 years in a management consulting or leadership role at a top-tier consulting firm, solution consulting, or similar positions focused on technology-enabled business transformations.
- Demonstrated success in running large-scale, strategic accounts and exceeding business objectives.
- Proven track record in building and leading high-performing Customer Success or Consulting teams.
- Strong experience in identifying and solving complex business problems and aligning solutions with customer business objectives.
- A history of working across multiple functions and driving alignment in large, matrixed environments.
- Strong experience building relationships with C-level business leaders, including within some of the world’s largest enterprises.
- Ability to thrive in rapidly changing environments, adapting strategies to new challenges and opportunities.
- Ability to create repeatable processes for scalable execution while maintaining a hands-on approach to ensure critical tasks are completed efficiently.
- Excellent communicator and influencer, with the ability to work effectively across a global organization and foster collaboration at all levels.
- Deep understanding of customer needs, challenges, and motivations, with a keen ability to address concerns and ensure satisfaction.
Nice to Have
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
- Master’s degree preferred.
Benefits & Compensation
- Compensation range: $177,100 - $310,000 + equity.
- Health plans, including flexible spending accounts.
- A 401(k) Plan with company match.
- ESPP.
- Matching donations.
- A flexible time away plan.
- Family leave programs.
Work Mode
This role follows a hybrid work model. Locations include AMS - North America and Canada.
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law.
