Principal Customer Success Executive

Job Summary

As a trusted advisor to C-suite executives, the full-time remote Principal Customer Success Executive will manage post-sale relationships to enhance customer satisfaction and retention, driving business transformation through strategic oversight and consultative support.

Key responsibilities

• Lead complex transformation initiatives for strategic customers, ensuring alignment with governance frameworks and customer objectives
• Identify professional services opportunities and provide pre-sales support through product capabilities road mapping and adoption analysis
• Collaborate with senior executives to influence organizational strategies and align delivery approaches with market demands

Required qualifications

• 15+ years in client-facing roles focused on account management, consulting, or transformation leadership, preferably in executive-level positions
• Significant experience collaborating with senior IT and business leaders, translating corporate strategies into applied use of ServiceNow technology
• PMP preferred; project management experience required
• Demonstrated experience in critical areas such as IT strategy, operations, governance, and project delivery
• Ability to leverage AI for optimizing workflows and informing strategic decisions