Full-Time Principal Customer Success Executive (ServiceNow)

Role Overview

As a trusted C-Suite / executive level advisor on ServiceNow offerings, the Principal Customer Success Executive (PCSE) owns the post-sale customer relationship, aiming to increase customer satisfaction and drive retention through Impact delivery. Principal CSEs bring a consultative, problem-solving approach to partnering with senior customer stakeholders to derive value from our platforms.

Job Responsibilities

• Lead high-complexity transformations in our largest and most strategic customers, ensuring all ServiceNow Customer Excellence roles align and deliver in accordance with governance frameworks.
• Proactively identify professional services pipeline opportunities through product capabilities road mapping, value blueprints and adoption analysis, providing pre-sales support for funnel opportunities as requested.
• Partner with Impact team members leveraging the joint visibility of customer insights to create executive-ready narratives.
• Work with senior executives to shape and influence customer organizational strategy by identifying emerging trends, refining best practices, and aligning delivery approaches with evolving market demands, and providing industry-specific thought leadership.
• Identify areas of risk and take steps to prevent customer or revenue churn.
• Work closely with Sales Teams to define and execute product adoption and customer retention plans.
• Provide prescriptive guidance on internal project/program governance and help the customer create the appropriate governance models and ensure adherence.
• Improve overall customer satisfaction, as well as the satisfaction of their internal customers.

To be successful in this role you have:

• Significant experience collaborating with senior IT and business leaders.
• Minimum 15+ years in client-facing roles with a focus on account management, consulting, or transformation leadership.
• Experience in executive-level leadership roles, with a proven track record of influencing senior stakeholders and driving strategic outcomes, is strongly preferred

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