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 customer success, ensure predictable renewals, and maximize ServiceNow's impact on their business transformation initiatives. As a trusted advisor, you will partner with C-level executives, guide seamless delivery of business transformation, and foster collaboration with ServiceNow's teams and strategic partners. This role requires driving post-sales success, collaborating strategically, mitigating risks, focusing on KPIs, fostering strategic alignment, advocating for innovation, setting success metrics, and building strong C-level relationships. You will need extensive experience in management consulting or leadership roles, a strong understanding of business transformation, and proven success in leading high-performing teams. The position offers the opportunity to work with cutting-edge technology and make a significant impact on the success of our customers.

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
• Educational Background: BA/BS or equivalent required, Master’s 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 world’s 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

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