ServiceNow is looking for a Principal Product Success Manager to ensure customers successfully deploy and realize the full value of their investment, specifically with our Technology Provider Service Management (TPSM) and Order Management for Telecommunications, Media, and Technology (OMT) applications. This is a hands-on, individual contributor role requiring deep solution expertise across people, process, and technology to serve as a strategic advisor throughout the customer journey.

What You'll Do

Develop a deep understanding of customer use cases and success outcomes.
Establish trusted, strategic advisor relationships with customers to drive continued product value.
Develop strong relationships with key decision makers and influencers across customers and Business Unit colleagues.
Work with customers and account teams to establish critical goals or KPIs and aid in achieving them.
Uncover and mitigate any risk that threatens customer growth, satisfaction, or renewal.
Ensure ongoing customer adoption of our products.
Act as the liaison between Product Management and Customers with a focus on feature collaboration.
Collaborate with implementation partners to drive satisfaction and create a trusted partnership between customer, partner, and the CRM & Industries Workflow Business Unit.

What We're Looking For

10+ years of experience in customer-facing implementation/delivery roles (Solution Architect, Technical Consultant, former developer) in a professional services or consulting capacity.
Strong CRM domain and industry knowledge.
ServiceNow CSM certified.
Highly data-driven with commitment to drive customer engagement towards business outcome and value realization.
Excellent verbal and written communication skills, including ability to chair sessions and host webinars.
Ability to travel up to 25% annually.

Nice to Have

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.

Team & Environment

You will work collaboratively with Product Managers, Engineers, UX and Research teams, Sales teams, Customer Success, Partners, and Customers. The role acts as a liaison between customer and product teams along with the entire Customer Excellence Group.

Benefits & Compensation

Compensation range: $190,900 - $334,100 plus equity (when applicable).
Health plans, including flexible spending accounts.
401(k) Plan with company match.
ESPP.
Matching donations.
Flexible time away plan.
Family leave programs.

Work Mode

This is a hybrid position based in 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.