At ServiceNow, we pursue our purpose to make the world work better for everyone. We are looking for a Principal Customer Success Executive to provide strategic leadership for post-sales activities within our most valuable accounts across the EMEA region. This role drives long-term value by accelerating customer success, ensuring predictable renewals, and maximizing the impact of ServiceNow across business transformation initiatives.
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.
- 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.
- Drive innovative solutions for customers, fostering a culture of agility and calculated risk-taking within the team.
- Establish clear, measurable success metrics with the customer, and regularly review progress.
What We're Looking For
- A minimum of 15 years in management consulting, solution consulting, or a leadership role at a top-tier consulting firm.
- Extensive experience leading large-scale digital transformations within SaaS or enterprise software environments.
- Proven ability to engage, influence, and build lasting relationships with senior executives, including within some of the world’s largest enterprises.
- Demonstrated success in leading high-impact customer success or consulting teams and managing complex, strategic accounts.
- Ability to identify, analyze, and solve complex business challenges while aligning technology solutions with customer objectives.
- Strong experience working across multiple departments, driving alignment, and managing stakeholders in large, matrixed organizations.
- Ability to navigate dynamic environments, adjusting strategies to meet evolving customer and business needs.
- Skilled at designing and implementing scalable, repeatable processes while maintaining a hands-on approach to drive successful execution.
- Exceptional ability to communicate complex ideas clearly, foster collaboration across teams, and influence stakeholders at all levels.
- Deep understanding of customer challenges, needs, and motivations, with a focus on delivering value-driven solutions and ensuring long-term success.
Nice to Have
- Experience leveraging AI to enhance work processes, decision-making, and problem-solving, including AI-powered automation, workflow optimization, and data-driven insights.
Team & Environment
You will partner with Account Executives and collaborate with ServiceNow's internal teams and strategic partners.
Work Mode
This position has a hybrid work mode and is based in the EMEA (Europe, Middle East and Africa) region.
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.
