Principal Customer Success Executive

About the Position

We are seeking a Principal Customer Success Executive to join our team in Addison, USA. This role is flexible or remote and is a pivotal position within our organization, focusing on driving customer satisfaction and retention in strategically important accounts.

Responsibilities

• Lead high-complexity transformations in our largest and most strategic customers.
• Proactively identify professional services pipeline opportunities.
• Partner with Impact team members to create executive-ready narratives.
• Work with senior executives to shape and influence customer organizational strategy.
• Drive operational consistency and excellence by standardizing delivery methodologies.
• Establish relationships with ServiceNow leaders and mentor other Customer Success resources.
• Identify areas of risk and take steps to prevent customer or revenue churn.
• Work closely with Sales Teams to define and execute product adoption and customer retention plans.
• Provide prescriptive guidance on internal project/program governance.
• Help the customer identify incidents where contractual SLAs were missed and take necessary action.
• Improve overall customer satisfaction, as well as the satisfaction of their internal customers.

Requirements

• Experience in leveraging AI into work processes, decision-making, or problem-solving.
• Significant experience collaborating with senior IT and business leaders.
• PMP preferred; project management experience required.
• Minimum 15+ years in client-facing roles with a focus on account management, consulting, or transformation leadership.
• Experience in critical subject areas such as IT Strategy, IT Operations, Human Resources, Security Operations, etc.
• Experience with project problem diagnosis, solution development, client communications, facilitation of decision making, documentation, managing client expectations, and team leadership.
• Independently leverages AI to optimize workflows, tailor customer solutions, and inform strategic decisions.
• Articulates AI system design, ethical implications, and platform use cases clearly.

We Offer

• Competitive salary
• Opportunity to work remotely
• Professional development opportunities

About the Company

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

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.
• 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.
• 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.