Principal Product Success Architect

ServiceNow; Waltham (MA); Remote; USD 172,000 - 301,000; Full time

Benefits offered by this job

Health plans

401(k) plan with company match

ESPP

Matching donations

Flexible time away plan

Family leave programs

Job summary

ServiceNow is seeking a Principal Product Success Architect for the GAIL Core Team to set strategic direction, own the most challenging deployments, and build the infrastructure and knowledge systems that raise capability across the practice.

You will lead by example on complex AI integrations, partner with product and engineering, and represent the program in customer-facing discussions, contributing to scalable standards and enduring impact across Fortune 500 customers.

Qualifications

• 8+ years of software engineering experience across enterprise product work.
• Experience deploying AI features and GenAI models in customer environments.
• Strong judgment on prompts, reliability, and production readiness.
• Ability to build scalable shared infrastructure and tooling.

Responsibilities

• Own complex GAIL engagements and escalations at scale.
• Define and advance the GAIL tooling roadmap.
• Evolve playbooks and quality standards across the practice.
• Mentor Core Team engineers and rotators.
• Partner with product, engineering, and customer success.
• Represent the program in executive engagements.

Skills

8+ years experience

GenAI deployment

Prompt engineering

Strategic program leadership

Mentoring & coaching

Strong communication

Infrastructure & tooling

Tools

Now Assist

AI Agents

GenAI platforms

Job 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

The GAIL (Get AI Live) program deploys engineers directly into strategic customer engagements to drive real AI adoption and measurable value realization. The GAIL Core Team is the permanent engine behind that program: the stable foundation of institutional knowledge, tooling, and senior expertise that makes every engagement, and every rotating engineer, better than the last.

As a Principal Product Success Architect on the GAIL Core Team, you set the strategic direction for how the program scales, own the hardest engagements and escalations, and build the infrastructure and knowledge systems that raise capability across the entire practice. This role bridges technical delivery and program strategy. You lead by example on the most complex deployments while shaping how the program evolves to handle harder problems and reach more customers.

What you get to do in this role:

• Own the most complex, escalated GAIL and Go-Live Support engagements — large-scale enterprise deployments, acquisition integrations, and high-stakes go-lives where program reputation is on the line.
• Set the strategic direction for GAIL tooling and infrastructure — defining the next-generation capabilities the program needs and owning the roadmap to build them.
• Own and evolve the GAIL playbook and quality standards across the entire practice — defining what great looks like and holding the line on it program-wide.
• Drive systemic improvements across customer engagements — identifying patterns in failure modes, complexity, and escalations, and translating them into playbook changes and tooling investments.
• Mentor and develop the Core Team engineers and high-potential rotators — actively raising the capability of the people around you and shaping the next generation of leaders.
• Partner deeply with product, engineering leadership, and customer success to translate field signal into product and program improvements.
• Represent the program in customer-facing strategic conversations and executive engagements.

Qualifications

To be successful in this role you have:

• 8+ years of software engineering experience, with substantial depth in both enterprise product work and hands-on customer or field delivery.
• Deep experience deploying and integrating AI features and GenAI models, including Now Assist, AI Agents, or equivalent platforms, across multiple customer environments and deployment patterns.
• Strong judgment on prompt engineering and non-deterministic model behavior, including the ability to advise on reliability, production readiness, and edge cases.
• A strategic mindset about standards, tooling, and scalability — you balance pragmatism with the long-term health of the program.
• Proven ability to build, own, and scale shared infrastructure and platforms that multiple teams depend on.
• Strong mentoring and coaching capability — you actively develop the engineers around you and leave them better than you found them.
• Excellent communication and presence across technical and non-technical audiences, including customer executives and internal leadership.
• Demonstrated ability to influence and drive change at a program or organizational level without formal authority.

For positions in this location, we offer a base pay of $171,900 - $300,800, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

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 [e-mail] 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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