Principal Customer Success Executive - Manufacturing Vertical

• Full-time
• Employee Type: Regular
• Region: AMS - North America and Canada
• Work Persona: Flexible or Remote

About the Position

Join us to put AI to work for people. We are looking for a Principal Customer Success Executive-US Manufacturing to drive customer outcomes, retention, and expansion across a portfolio of high-value US Manufacturing accounts.

Responsibilities

• Own account-level commercial performance. Drive GRR, NRR, and renewal outcomes for your assigned accounts through proactive risk management, downsell prevention, and expansion motions.
• Engage at the executive level as a strategic advisor. Build and maintain trusted relationships with C-suite and senior IT stakeholders. Co-develop digital transformation strategies with customer executives, positioning ServiceNow as the strategic platform partner for their modernization and AI agendas.
• Translate customer strategy into a ServiceNow roadmap. Map enterprise priorities-modernization, cost-out mandates, AI ambitions-to a phased ServiceNow roadmap that connects platform capabilities to measurable business outcomes.
• Run complex transformations in our largest accounts. Own governance, delivery excellence, and cross-functional orchestration across multiple business units and concurrent workstreams.
• Tell the story through data. Deliver compelling executive presentations that articulate the value of ServiceNow through data-driven narratives.
• Drive AI consumption and platform adoption. Design and execute adoption journeys that convert license entitlements into measurable business outcomes.
• Set success metrics and drive value realization. Establish clear, measurable success metrics with each customer. Regularly review progress, proactively identify risks, and refine business transformation plans to ensure milestones are met and value is realized.
• Champion the voice of the customer. Synthesize industry-specific feedback, feature requests, and adoption blockers into structured input for Product Engineering and roadmap prioritization.
• Operationalize customer health at scale. Define and manage operational KPIs for your portfolio-adoption, technical health, renewals, customer satisfaction, and expansion.

Requirements

• AI driven: Experience leveraging or critically evaluating how to integrate AI into work processes, decision-making, or problem-solving.
• Educational background: BA/BS or equivalent required; MBA or advanced degree preferred.
• Experience: 10–15 years of experience in management consulting, enterprise SaaS, senior customer success, or technology-enabled business transformation roles.
• Strategic account ownership: Demonstrated experience operating as the primary post-sales customer success executive.
• Transformational leadership expertise: Proven success in running large-scale, strategic account transformations and exceeding business objectives.
• Business acumen: Exceptional commercial instincts and the ability to translate customer outcomes into business impact narratives.
• Executive presence and C-suite engagement: Proven ability to engage at the C-suite level with customers and internally.
• Data storytelling: Ability to translate complex adoption metrics, value realization, and portfolio performance into executive-level narratives.
• Cross-functional collaboration: Strong track record building productive relationships across Sales, Presales, Delivery, Product, and Enablement.
• Customer centricity and industry awareness: Deep understanding of how manufacturing enterprises operate and where friction lives.
• Platform knowledge: Experience overseeing technical account health and driving AI adoption programs.
• Adaptability and travel: Ability to thrive in a high-velocity, high-accountability environment and willingness to travel domestically to strategic customer sites as required.

We Offer

• Base Pay: $162,200 - $283,900, plus equity (when applicable), variable/incentive compensation, and benefits.
• Health plans: Including flexible spending accounts.
• Retirement: 401(k) Plan with company match.
• Employee Stock Purchase Plan (ESPP): Matching donations.
• Time Away: Flexible time away plan and family leave programs.

About the Company

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone-freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow-helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law.

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 [email protected] 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.