Principal Customer Success Executive

Job Summary

As a trusted advisor to C-suite executives, the full-time Principal Customer Success Executive will manage post-sale customer relationships to enhance satisfaction and retention, driving business transformation through strategic guidance and mentorship in a flexible or remote work environment.

Key responsibilities

• Lead high-complexity transformations for strategic customers, ensuring alignment with governance frameworks and organizational priorities
• Proactively identify professional services pipeline opportunities and provide pre-sales support as needed
• Establish relationships with ServiceNow leaders to advocate for product evolution based on customer insights and mentor Customer Success teams

Required qualifications

• Minimum 15+ years in client-facing roles, with a focus on account management, consulting, or transformation leadership
• Significant experience collaborating with senior IT and business leaders, translating corporate strategy into applied use of ServiceNow technology
• PMP preferred; project management experience required
• Experience in critical subject areas such as IT Strategy, Human Resources, and IT Governance
• Independently leverages AI to optimize workflows and inform strategic decisions