Principal Customer Success Executive - Technology

The Principal Customer Success Executive is accountable for the strategic leadership and execution of post-sales activities within our most valuable accounts. This position plays a crucial role in driving ServiceNows long-term 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 C-level executives guide seamless delivery of business transformation and foster collaboration with ServiceNows teams and strategic partners.

What You Get to Do in This Role:

• Drive Post-Sales Success: Own and lead the customers post-sales transformation aligning ServiceNows offerings to customer goals and bringing relevant industry thought-leadership to the table. Foster strong relationships with C-Level executives to deliver on business outcomes.
• Collaborate Strategically: Partner with Account Executives to create and execute integrated pre- and post-sales strategies delivering long-term 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 long-term 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 long-term goals. Foster a culture of agility and calculated risk-taking 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 :

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes decision-making or problem-solving. This may include using AI-powered tools automating workflows analyzing AI-driven insights or exploring AIs potential impact on the function or industry. 
• Educational Background: BA/BS or equivalent required Masters degree preferred.
• Experience: 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 (Digital/SaaS/Enterprise Software).
• Leadership Expertise: 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.
• Business Acumen: Strong experience in identifying and solving complex business problems and aligning solutions with customer business objectives.
• Cross-Functional Leadership: A history of working across multiple functions and driving alignment in large matrixed environments.
• C-Level Relationships: Strong experience building relationships with C-level business leaders including within some of the worlds largest enterprises.
• Adaptability: Ability to thrive in rapidly changing environments adapting strategies to new challenges and opportunities.
• Execution Focus: Ability to create repeatable processes for scalable execution while maintaining a hands-on approach to ensure critical tasks are completed efficiently.
• Collaboration and Communication: Excellent communicator and influencer with the ability to work effectively across a global organization and foster collaboration at all levels.
• Customer Focus: Deep understanding of customer needs challenges and motivations with a keen ability to address concerns and ensure satisfaction.

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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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