Principal Customer Success Manager - CPQ (Configure, Price, Quote)

ServiceNow; Staines-upon-Thames; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading software company in Staines-upon-Thames seeks a Senior Customer Success Manager. You will manage customer relationships, ensuring successful onboarding and the integration of AI capabilities into customer workflows. The ideal candidate has over 12 years of experience in technical customer success with enterprise SaaS solutions. The role involves strategic advisory and a mix of technical guidance, driving measurable ROI for clients.

Qualifications

• 12+ years in technical customer success or account management.
• Proven ability to guide executive sponsors and technical stakeholders.
• Experience with SaaS architectures and AI/automation capabilities.

Responsibilities

• Own the customer relationship and ensure long-term value.
• Guide customer onboarding and provide program-level guidance.
• Advise during implementations to avoid pitfalls.

Skills

Technical expertise with APIs

Experience in enterprise SaaS solutions

Ability to influence executive sponsors

Experience supporting onboarding for SaaS

Integrating AI into work processes

Job description

At ServiceNow, we build software that transforms how our customers work. Our CPQ solutions help enterprises streamline complex sales processes, and we're looking for a Senior Customer Success Manager (CSM) to ensure customers realize their full value. This role blends strategic advisory, technical depth, and relationship management—helping customers align CPQ deployments to business objectives while partnering closely with Product and R&D to influence the roadmap.

Why This Role Matters

As a Senior CSM, you will own the long-term, entire post-sale success of a portfolio of CPQ customers. You\'ll act as a trusted advisor to executives and technical stakeholders alike, guiding customers through onboarding, adoption, AI enablement, and expansion. You will partner with Solution Integration Partners and internal Expert Services teams to provide program-level oversight and advisory support, ensuring deployments align with best practices and drive measurable ROI.

What You\'ll Do

• Own the Customer Relationship: Serve as the strategic technical advisor and trusted partner for assigned CPQ accounts, accountable for overall relationship health and long-term value realization.
• Guide Customer Onboarding: Provide program-level guidance during onboarding, ensuring implementation partners and customer teams are aligned, expectations are managed, and best practices are embedded from day one.
• Advise Through Implementations: Support customers during deployments with consultative guidance on architecture, integrations, governance, and change management, helping them avoid pitfalls while delivery teams execute.
• Drive Technical Success: Deliver technical expertise across APIs, data flows, integrations, and scaling strategies, empowering customers to optimize their use of CPQ.
• Enable Customers with AI: Advise customers on how to leverage ServiceNow\'s AI and automation capabilities within CPQ and across their workflows, driving innovation, efficiency, and measurable business outcomes.
• Ensure Adoption & ROI: Track usage, identify opportunities for feature expansion (including AI features), and provide actionable recommendations to demonstrate measurable business value.
• Identify & Mitigate Risks: Anticipate program and technical risks, proactively advise on mitigation strategies, and support customers in navigating complexity.
• Partner with Product & R&D: Collaborate closely with ServiceNow Product Management and R&D teams, advocating for customer needs, surfacing enhancement requests, and influencing roadmap priorities—particularly around AI-driven innovations.
• Enable & Educate: Develop best practice frameworks, technical guides, and success playbooks that scale across the CPQ customer community.
• Note: We offer flexible work personas and distance-based eligibility checks. Travel up to ~25% for customer engagements may be required.

Qualifications

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI\'s potential impact on the function or industry.
• 12+ years in technical customer success, technical account management, or solution advisory roles with enterprise SaaS products (CPQ, CRM, eCommerce preferred).
• Proven ability to influence and guide executive sponsors and technical stakeholders.
• Technical expertise with APIs, integrations, SaaS architectures, and AI/automation capabilities.
• Experience supporting onboarding and enterprise-scale SaaS implementations, ensuring alignment with best practices and business goals.
• Ability to learn and consult on ServiceNow CPQ architecture, AI enablement, and technical best practices.
• Willingness to travel ~25% for customer engagement.