Principal Customer Success Executive

OverviewThe 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 ServiceNow’s 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 you’ll partner with C‑level executives, guide seamless delivery of business transformation and foster collaboration with ServiceNow’s teams and strategic partners.What You Get to Do in This RoleDrive 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.QualificationsIdeal Candidate:We are seeking a highly experienced professional with a strong background in enterprise‑level SaaS transformation and strategic advisory to guide our customers in their digital transformation journey. The ideal candidate will have deep expertise in technology‑enabled business transformations coupled with a proven ability to advise at the executive level.Key Requirements: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.This role is ideal for a seasoned strategic advisor who thrives in high‑impact environments and has the expertise to guide enterprise customers through digital transformation at scale.Additional InformationWe 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 EmployerServiceNow 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, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law. All qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.AccommodationsWe 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 us for assistance.Export Control RegulationsFor 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.Remote WorkNoEmployment TypeFull‑timeKey SkillsBidding, Business Solutions, ABAP, Business Operations, Business Sales, Corporate MarketingExperienceYearsVacancy1#J-18808-Ljbffr