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About the Role

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. This role drives business transformation by maximizing the long-term strategic value of ServiceNow and ensuring that every aspect of the customer’s platform and capability are ready for expansion. Principal CSEs are responsible for fostering the relationship with C-suite level stakeholders in a smaller number of strategically important Impact accounts, with the aim of increasing customer satisfaction and driving retention and upgrades.

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, customer objectives, and organizational priorities.
Proactively identify professional services pipeline opportunities through product capabilities road mapping, value blueprints and adoption analysis.
Partner with Impact team members to create executive-ready narratives using customer insights.
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.
Drive operational consistency and excellence by standardizing delivery methodologies and ensuring adherence to governance and quality standards.
Establish relationships with ServiceNow leaders, advocating for product evolution based on customer insights, and mentoring other Customer Success resources on transformation best practices.
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.
Help the customer identify incidents where contractual SLAs were missed and take necessary action.
Improve overall customer satisfaction, as well as the satisfaction of their internal customers.

Requirements

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
Significant experience collaborating with senior IT and business leaders, with a track record of successfully translating corporate strategy/objectives with the applied use of ServiceNow technology in the context of the client’s environment.
Project management experience required.
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.
Experience with project problem diagnosis, solution development, client communications, facilitation of decision making, documentation, managing client expectations, and team leadership.
Independently leverages AI to optimize workflows, tailor customer solutions, and inform strategic decisions.
Articulates AI system design, ethical implications, and platform use cases clearly, guiding peers and stakeholders in responsible, value-driven AI adoption.

Skills

AI integration
Consultative approach
Problem-solving
Industry and business strategy understanding
ServiceNow platform expertise
Business transformation
Strategic direction
Mentorship
Escalation resolution
Risk mitigation
Customer relationship management
Sales support
Thought leadership
Operational consistency
Project/program governance
SLA management

Location

AMS - North America and Canada

Work Type

Flexible
Remote

Experience Level

Minimum 15+ years in client-facing roles
Executive-level leadership roles preferred

Education Level

PMP preferred

About the Company

ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®.
Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.
Join us as we pursue our purpose to make the world work better for everyone.

Equal Opportunity

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law.
In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.