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 relationships, driving customer satisfaction and retention through strategic oversight and transformation initiatives, while working flexibly or remotely.

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 through value blueprints and adoption analysis
• Collaborate with senior executives to influence customer organizational strategy and ensure operational consistency across delivery methodologies

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
• Ability to independently leverage AI for optimizing workflows and informing strategic decisions