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, drive customer satisfaction and retention, and lead high-complexity transformations for strategic accounts, with the flexibility to work remotely.

Key responsibilities

• Lead high-complexity transformations, ensuring alignment of ServiceNow roles with customer objectives and governance frameworks
• Proactively identify professional services opportunities and provide pre-sales support through product capabilities and adoption analysis
• Establish relationships with senior executives, influencing organizational strategy and advocating for product evolution based on customer insights

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, Operations, and Governance
• Ability to leverage AI to optimize workflows and inform strategic decisions