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 customer relationships to enhance satisfaction and retention, driving business transformation through strategic oversight and consultative engagement.

Key responsibilities

• Lead high-complexity transformations for strategic customers, ensuring alignment with governance frameworks and customer objectives
• Proactively identify professional services opportunities and support pre-sales activities through product road mapping and value analysis
• Partner with internal teams to create executive-ready narratives and influence customer organizational strategies based on industry trends

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 strategies into effective ServiceNow applications
• PMP preferred; project management experience required
• Experience in critical subject areas such as IT Strategy, IT Operations, and IT Governance
• Proven ability to leverage AI to optimize workflows and inform strategic decisions