Principal Customer Success Executive — AI-Driven Transformation

ServiceNow; Austin (TX); Hybrid; USD 180,000 - 320,000; Full time

Job summary

ServiceNow seeks a Principal Customer Success Executive to own post-sale relationships with senior stakeholders in strategic accounts. You will drive value realization, adoption, and renewals by aligning client business goals with ServiceNow platforms and industry best practices.

You will lead complex multi-workstream programs, mentor teams, and partner with Sales to expand footprints, while proactively mitigating risk and reducing churn through executive-level guidance.

Qualifications

• Experience leveraging AI in work processes and decision making.
• Proven ability to translate strategy into customer value with ServiceNow.
• PMI PMP is preferred; project leadership required.

Responsibilities

• Lead transformations for major customers with governance and strategic oversight.
• Identify services opportunities via capability roadmaps and adoption analysis.
• Collaborate with Impact team and sales for executive narratives.
• Shape customer strategy with senior leaders and market insights.
• Standardize delivery methods and ensure governance and quality.
• Build relationships with ServiceNow leaders and mentor others.
• Identify risk areas to prevent churn.
• Work with Sales to drive adoption and retention plans.
• Guide internal governance models and ensure SLA adherence.
• Address incidents of missed contractual SLAs.
• Improve overall customer satisfaction for the client and internal teams.

Skills

AI in work processes

Executive stakeholder management

Project management

ServiceNow experience

15+ years client-facing

Strategic IT/Transformation

AI ethics & governance

Education

PMP certification

Tools

ServiceNow platform

Job description

ServiceNow seeks a Principal Customer Success Executive to own post-sale relationships with senior stakeholders in strategic accounts. You will drive value realization, adoption, and renewals by aligning client business goals with ServiceNow platforms and industry best practices.

You will lead complex multi-workstream programs, mentor teams, and partner with Sales to expand footprints, while proactively mitigating risk and reducing churn through executive-level guidance.