Principal Customer Success Executive

Summary

Join ServiceNow as a Principal Customer Success Executive and lead post-sales activities for our most valuable accounts. You will drive long-term value by accelerating customer success, ensuring renewals, and maximizing ServiceNow's impact on their business transformations. As a trusted advisor, you will partner with C-level executives, guide seamless delivery, and foster collaboration. This role requires extensive experience in enterprise-level SaaS transformation and strategic advisory. You will drive post-sales success, collaborate strategically, mitigate risks, focus on KPIs, foster strategic alignment, advocate for innovation, set success metrics, and build strong relationships with C-level executives.

Requirements

• 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 AI’s potential impact on the function or industry
• AI Integration & Thought Leadership : Experience leveraging AI to enhance work processes, decision-making, and problem-solving, including AI-powered automation, workflow optimization, and data-driven insights
• Enterprise SaaS Transformation & Strategic Advisory : Extensive experience leading large-scale digital transformations within SaaS or enterprise software environments
• C-Level Presence & Relationship Management : Proven ability to engage, influence, and build lasting relationships with senior executives, including within some of the world’s largest enterprises
• Leadership Expertise : A minimum of 15 years in management consulting, solution consulting, or a leadership role at a top-tier consulting firm, with a strong track record of exceeding business objectives
• Strategic Account Management : Demonstrated success in leading high-impact customer success or consulting teams and managing complex, strategic accounts
• Business Acumen & Problem-Solving : Ability to identify, analyze, and solve complex business challenges while aligning technology solutions with customer objectives
• Cross-Functional 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 hands-on approach to drive successful execution
• Collaboration & Communication : Exceptional ability to communicate complex ideas clearly, foster collaboration across teams, and influence stakeholders at all levels
• Customer-Centric Mindset : Deep understanding of customer challenges, needs, and motivations, with a focus on delivering value-driven solutions and ensuring long-term success

Responsibilities

• Drive Post-Sales Success : Own and lead the customer’s post-sales transformation, aligning ServiceNow’s 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 KPIs—adoption, 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