Principal Customer Success Manager

Job Summary

Overseeing a portfolio of customers, the full-time Principal Customer Success Manager will advocate for clients in the retail and hospitality sectors, ensuring they achieve business outcomes and maximize their use of ServiceNow products while working remotely.

Key responsibilities

• Manage customer engagement and outcomes to foster product adoption
• Guide the development of new Success Plays and create use case success stories
• Mentor junior team members and reduce customer escalations through effective issue resolution

Required qualifications

• 10+ years of related work experience or equivalent
• Experience in integrating AI into work processes and decision-making
• Proven ability to run projects independently and creatively
• Strong collaborative skills with a focus on mentoring
• ServiceNow certifications are preferred