Principal Federal Customer Success Executive (Remote)

SmartRecruiters, Inc.; Vienna (VA); Remote; USD 180,000 - 282,000; Full time

Benefits offered by this job

Equity

Health plans

401(k) plan with company match

ESP P

Job summary

ServiceNow seeks a Principal Customer Success Executive for U.S. Federal accounts to lead high-impact, post-sale engagement with senior stakeholders. You will drive renewal, expansion, and value realization across complex, multi-workstream programs, leveraging AI-enabled workflows and strategic advisory skills.

The role requires extensive executive-level collaboration, transformation leadership, and deep IT governance know-how within federal environments, with flexible/remote work options.

Qualifications

• Minimum 15+ years in client-facing roles with account management or transformation leadership.
• Experience with U.S. Federal customers is preferred.
• Expertise in IT Strategy and Planning, IT Operations, HR, Security Operations, and IT Governance.

Responsibilities

• Lead high-complexity transformations for strategic customers with governance alignment.
• Identify and pursue professional services opportunities through product roadmaps and adoption analysis.
• Partner with Impact teams to create executive-ready narratives and platform value stories.
• Shape customer organizational strategy by identifying trends and aligning delivery with market demands.
• Standardize delivery methodologies and ensure governance and quality adherence.

Skills

Executive leadership

Client-facing experience

AI in workflows

Strategic account management

Stakeholder engagement

Change management

Risk management

Cross-functional collaboration

Transformation leadership

Job description

ServiceNow seeks a Principal Customer Success Executive for U.S. Federal accounts to lead high-impact, post-sale engagement with senior stakeholders. You will drive renewal, expansion, and value realization across complex, multi-workstream programs, leveraging AI-enabled workflows and strategic advisory skills.

The role requires extensive executive-level collaboration, transformation leadership, and deep IT governance know-how within federal environments, with flexible/remote work options.