Full-Time Principal Customer Success Executive

Principal Customer Success Executive is accountable for strategic leadership and execution of post-sales activities within top accounts. Drives ServiceNow's long-term value by accelerating customer success, ensuring renewals, and maximizing impact on business transformation initiatives.

Key Responsibilities:

1. Drives Post-Sales Success: Owns and leads customer post-sales transformation, aligns ServiceNow offerings with customer goals, and provides industry thought leadership.
2. Collaborates Strategically: Partners with Account Executives to create and execute integrated pre- and post-sales strategies.
3. Mitigates Risks and Drives Value: Proactively identifies risks and works with customers and internal teams to develop solutions.
4. Focuses on KPIs: Guides Customer Success team to meet adoption, technical health, renewals, customer satisfaction, and expansion KPIs.
5. Fosters Strategic Alignment: Builds relationships with ServiceNow leaders and incorporates customer feedback.
6. Advocates for Innovation: Drives innovative solutions for customers.
7. Sets Success Metrics: Establishes clear success metrics with customers.

Key Requirements:

• Extensive enterprise SaaS transformation experience and strategic advisory.
• Deep expertise in technology-enabled business transformations.
• Proven ability to advise at the executive level.
• Strong leadership experience.
• Demonstrated success in managing strategic accounts and high-impact customer success teams.
• Exceptional communication and collaboration skills.

Skills

• AI Integration and Thought Leadership
• Enterprise SaaS Transformation
• Strategic Advisory
• C-Level Relationship Management
• Leadership Expertise

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