C-Suite Customer Success Strategist

ServiceNow; Vienna (VA); Hybrid; USD 180,000 - 282,000; Full time

Benefits offered by this job

Health plans

401(k) with company match

Employee stock purchase plan

Family leave programs

Flexible time away

Job summary

ServiceNow in Vienna, VA seeks a Principal Customer Success Executive to own post-sale customer relationships, driving retention and value realization for our platform with senior stakeholders. You bring a consultative mindset and deep industry insights to align customer strategy with ServiceNow capabilities.

You will guide strategic direction, mentor delivery teams, and partner with Sales to secure renewals and opportunities for expansion, while mitigating risks across multi-workstream programs.

Qualifications

• 15+ years in client-facing roles with account management or consulting.
• Strong track record translating strategy into technology-enabled outcomes.
• Experience collaborating with senior IT and business leaders.

Responsibilities

• Lead high‑impact transformations with senior customer stakeholders.
• Identify AI-enabled opportunities and drive adoption outcomes.
• Mentor ServiceNow teams and manage risk to prevent churn.
• Align delivery with governance standards and customer objectives.
• Collaborate with Sales to define retention and expansion plans.

Skills

Executive-level leadership

AI integration in workflows

Stakeholder management

PMP required/preferred

15+ years client-facing

US Federal experience

IT strategy & planning

IT governance

Change management

Consultative problem solving

Education

PMP certification

Job description

ServiceNow in Vienna, VA seeks a Principal Customer Success Executive to own post-sale customer relationships, driving retention and value realization for our platform with senior stakeholders. You bring a consultative mindset and deep industry insights to align customer strategy with ServiceNow capabilities.

You will guide strategic direction, mentor delivery teams, and partner with Sales to secure renewals and opportunities for expansion, while mitigating risks across multi-workstream programs.