Principal Customer Success Executive

The Principal Customer Success Executive is accountable for the strategic leadership and execution of postsales activities within our most valuable accounts. This position plays a crucial role in driving ServiceNows longterm value by accelerating customers journey to success ensuring predictable renewals and maximizing the impact of ServiceNow across their business transformation initiatives.

As a trusted advisor youll partner with Clevel executives guide seamless delivery of business transformation and foster collaboration with ServiceNows teams and strategic partners. We are seeking a highly experienced professional with a strong background in enterpriselevel SaaS transformation and strategic advisory to guide our customers in their digital transformation journey.

What you get to do in this role:

• Drive PostSales Success: Own and lead the customers postsales transformation aligning ServiceNows offerings to customer goals and bringing relevant industry thoughtleadership to the table. Foster strong relationships with CLevel executives to deliver on business outcomes
• Collaborate Strategically: Partner with Account Executives to create and execute integrated pre and postsales strategies delivering longterm value for both the customer and ServiceNow. Leverage the right resources at the right time to ensure success
• Mitigate Risks and Drive Value: Proactively identify potential risks to success and work with the customer and internal teams to develop strategies to overcome them ensuring a smooth path toward value realization
• Focus on Key Performance Indicators (KPIs): Guide and inspire the Customer Success team to meet critical operational KPIsadoption technical health renewals customer satisfaction and expansion. Work closely with customers to align their roadmap and drive new revenue opportunities
• Foster Strategic Alignment: Build relationships with ServiceNow leaders and consistently incorporate customer feedback to drive continuous improvement. Align business transformation insights with organizational goals to ensure longterm success
• Advocate for Innovation and Continuous Learning: As a strategic thought leader drive innovative solutions for our customers always looking for opportunities to help them achieve their longterm goals. Foster a culture of agility and calculated risktaking within the team
• Set Success Metrics and Milestones: 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

Qualifications :

Our ideal candidate: 

• Experience in leveraging or critically thinking about how to integrate AI into work processes decisionmaking or problemsolving. This may include using AIpowered tools automating workflows analyzing AIdriven insights or exploring AIs potential impact on the function or industry
• AI Integration & Thought Leadership: Experience leveraging AI to enhance work processes decisionmaking and problemsolving including AIpowered automation workflow optimization and datadriven insights
• Enterprise SaaS Transformation & Strategic Advisory: Extensive experience leading largescale digital transformations within SaaS or enterprise software environments
• CLevel Presence & Relationship Management: Proven ability to engage influence and build lasting relationships with senior executives including within some of the worlds largest enterprises
• Leadership Expertise: A minimum of 15 years in management consulting solution consulting or a leadership role at a toptier consulting firm with a strong track record of exceeding business objectives
• Strategic Account Management: Demonstrated success in leading highimpact customer success or consulting teams and managing complex strategic accounts
• Business Acumen & ProblemSolving: Ability to identify analyze and solve complex business challenges while aligning technology solutions with customer objectives
• CrossFunctional Leadership: Strong experience working across multiple departments driving alignment and managing stakeholders in large matrixed organizations
• Adaptability & Change Management: Ability to navigate dynamic environments adjusting strategies to meet evolving customer and business needs
• Operational & Execution Excellence: Skilled at designing and implementing scalable repeatable processes while maintaining a handson approach to drive successful execution
• Collaboration & Communication: Exceptional ability to communicate complex ideas clearly foster collaboration across teams and influence stakeholders at all levels
• CustomerCentric Mindset: Deep understanding of customer challenges needs and motivations with a focus on delivering valuedriven solutions and ensuring longterm success

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

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. In addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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