C‑Suite Strategic Customer Success Executive

Servicenow; Addison (TX); Hybrid; USD 180,000 - 240,000; Full time

Job summary

ServiceNow seeks a Principal Customer Success Executive to own post‑sale relationships with top accounts, driving value, retention, and expansions. The role combines strategic advisory with governance, risk management, and cross‑functional collaboration to deliver outcomes aligned with customer needs.

The position requires extensive executive‑level experience, PMP background, and a track record of influencing senior stakeholders while advancing adoption of ServiceNow capabilities.

Qualifications

• 15+ years in client-facing roles with account management or transformation leadership.
• Experience collaborating with senior IT and business leaders.
• Experience applying ServiceNow technology to client environments.
• PMP preferred; project management experience required.

Responsibilities

• Lead high‑complexity transformations for top customers, aligning governance and value delivery.
• Identify professional services pipeline opportunities via roadmap and adoption analysis.
• Partner with Impact team members to create executive narratives from customer insights.
• Shape customer strategy with senior executives and align delivery to market needs.
• Standardize delivery methodologies and ensure governance and quality compliance.
• Build relationships with ServiceNow leaders and mentor other CS resources.
• Identify risks and take steps to prevent churn and revenue loss.
• Collaborate with Sales to define adoption and retention plans.
• Provide governance guidance for projects and programs.
• Help customers address SLA gaps and take corrective action.
• Improve overall customer satisfaction across internal and external stakeholders.

Skills

AI integration

Executive engagement

Transformation leadership

Stakeholder management

Education

PMP certification

Job description

ServiceNow seeks a Principal Customer Success Executive to own post‑sale relationships with top accounts, driving value, retention, and expansions. The role combines strategic advisory with governance, risk management, and cross‑functional collaboration to deliver outcomes aligned with customer needs.

The position requires extensive executive‑level experience, PMP background, and a track record of influencing senior stakeholders while advancing adoption of ServiceNow capabilities.