Executive CSE - AI & Transformation Leadership

ServiceNow; New York (NY); On-site; USD 180,000 - 315,000; Full time

Benefits offered by this job

Health plans

401(k) with company match

Employee stock purchase plan

Flexible time away

Family leave programs

Job summary

ServiceNow is seeking a Principal Customer Success Executive to own post-sale relationships with senior stakeholders, driving retention and expansion. This leader provides strategic direction, mentors teams, and leads multi-workstream programs to maximize value from the ServiceNow platform.

With extensive senior-relationship experience and PMP/project management background, you will influence IT and business leaders, align delivery with market needs, reduce risk, and guide executive-level

Qualifications

• Experience integrating AI into work processes and decision-making.
• Proven ability to translate strategy into client outcomes with ServiceNow tech.
• PMP and project management experience preferred.
• 15+ years in client-facing roles in account management or consulting.
• Experience with IT strategy, operations, governance, and service management.

Responsibilities

• Lead high-complexity transformations for strategic customers.
• Identify services opportunities through road mapping and adoption analysis.
• Partner with Impact team to create executive-ready narratives.
• Shape customer strategy with industry trends and best practices.
• Standardize delivery methodologies and ensure governance adherence.
• Mentor other Customer Success resources on transformation.
• Identify risks and mitigate churn.
• Collaborate with Sales to define adoption and retention plans.
• Provide governance guidance for client projects.
• Address SLAs and drive customer satisfaction.
• Drive overall customer value and renewals.

Skills

AI in business

Stakeholder management

Project management

Executive-level collaboration

Transformation leadership

IT governance

IT strategy

Job description

ServiceNow is seeking a Principal Customer Success Executive to own post-sale relationships with senior stakeholders, driving retention and expansion. This leader provides strategic direction, mentors teams, and leads multi-workstream programs to maximize value from the ServiceNow platform.

With extensive senior-relationship experience and PMP/project management background, you will influence IT and business leaders, align delivery with market needs, reduce risk, and guide executive-level