ServiceNow is seeking a Principal Product Success Architect for HR Service Delivery (HRSD). This role is the highest tier of product expertise, focused on leading our most strategic HRSD customers through the adoption of new innovations and ensuring they realize maximum value. You will be instrumental in accelerating AI-powered capabilities, shaping product strategy, and driving industry-wide best practices.

What You'll Do

Lead strategic HRSD adoption customer engagements, driving resolution of complex, high-impact, global customer situations.
Develop and execute innovative implementation strategies to reduce time-to-value for CBS and HRSD suites.
Serve as the primary escalation point for critical customer issues not resolved by Support, Expert Services, or Impact teams.
Partner with ServiceNow Product Management and R&D to provide field insights and influence the product roadmap.
Act as a key stakeholder and chief evangelist within the HRSD ecosystem, advocating for best practices and scalable solutions.
Develop and deliver strategies to support higher retention rates for HRSD accounts requiring remediation.
Mitigate renewal risk by proactively identifying at-risk HRSD accounts and coordinating targeted interventions.
Lead early adoption and pilot efforts (Vanguards) for new CBW and HRSD product releases.
Ideate and shape AI-led strategies that align with product roadmap and help reduce customer Time To Value.