Principal Customer Success Manager - Federal

ServiceNow

Austin (TX)

Hybrid

USD 120,000 - 160,000

Full time

6 days ago

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Job summary

ServiceNow is seeking a Senior Success Advocate to act as a customer advocate, overseeing a portfolio to help achieve business outcomes and drive adoption of ServiceNow products. You will bring best practices, innovations, and capabilities to guide customers toward maximum value from their ServiceNow investments.

The role emphasizes prescriptive guidance, cross-team collaboration, and mentoring junior members while helping shape new success plays and customer use cases across a distributed,

Qualifications

Experience leveraging AI to integrate into work processes or automate workflows.
Ability to drive projects with minimal supervision and deliver results.
Strong collaborative skills across cross-functional teams.
Mentor teammates and share knowledge.
Proven problem solving and analytical capabilities.

Responsibilities

Oversee a portfolio of customers to help them achieve business outcomes.
Assign activities to team members to achieve outcomes.
Ensure customers are technically healthy and on latest product version.
Guide development of new Success Plays and use cases.
Drive customers to maximum value from ServiceNow licenses.
Coordinate with other ServiceNow teams to address issues.
Identify and own new customer projects.
Reduce escalations and improve customer satisfaction.
Contribute to best practice development and mentoring.
Assist with recruiting and onboarding of new team members.

Skills

AI in workflows

Independent project work

Collaboration

Mentoring

Problem solving

ServiceNow certifications

Job description

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We\'re building an AI-native culture where technology and talent are unstoppable together. And we\'re just getting started.

Join us to put AI to work for people.

Job Description

What you get to do in this role:

The role of the Senior Success Advocate is to act as an advocate for our customers. You will oversee a portfolio of customers to help them achieve business outcomes and foster greater adoption and usage of the ServiceNow products they have purchased through prescriptive guidance. You will bring ServiceNow\'s best practices, innovations, and capabilities to help customers achieve their goals.

You will oversee the engagement and outcomes for customers in your portfolio
Assign out activities to other team members to achieve outcomes
Ensure customers are technically healthy and on the most recent version of our product
Guide development of new Success Plays
Work with customers to create new use case/success stories
Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses
Guide other ServiceNow teams to address customer issues
Identify and own new projects
Reduce number of escalated customers
Guide best practice development and mentor/guide junior team members
Help with recruiting

Qualifications

To be successful in this role you have:

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.
10+ years of related work experience; OR equivalent work experience
Creativity with comfort running projects independently
Improve complex issues through analysis and resolution
Succeed in working collaboratively
Mentor team members
ServiceNow certifications

FD21

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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