Senior AI-Driven Customer Success Executive

ServiceNow; Virginia (MN); On-site; USD 180,000 - 282,000; Full time

Benefits offered by this job

Health plans

401(k) Plan with company match

ESPP

Matching donations

Flexible time away plan

Family leave

Job summary

ServiceNow seeks a Principal Customer Success Executive to own post-sale relationships in high-impact accounts, driving retention and expansion through strategic value delivery. You will partner with senior executives to align business strategy with ServiceNow capabilities, manage risk, and mentor delivery teams across multi-workstream programs.

You will lead transformations, identify opportunities, and guide governance strategies to maximize platform value while ensuring customer satisfaction

Qualifications

• Experience integrating AI into work processes and leading transformation initiatives.
• Proven ability to collaborate with senior IT and business leaders to translate strategy into value.
• PM/PMP background preferred; project management experience required.
• Minimum 15+ years in client-facing roles across consulting, account management or transformation leadership.
• Experience supporting U.S. Federal customers preferred.

Responsibilities

• Lead high-complexity transformations for strategic customers and align governance with objectives.
• Identify pipeline opportunities through product capabilities road mapping and adoption analysis.
• Partner with Customer Success teams to create executive-ready value narratives.
• Shape client strategy with emerging trends and thought leadership.
• Standardize delivery methods and manage risk to prevent churn.
• Advise on governance models and ensure post-delivery adoption and value realization.

Skills

AI integration

Executive stakeholder management

Project management (PMP)

Client-facing leadership

US Federal experience

Strategic thinking

Risk mitigation

Relationship building

Job description

ServiceNow seeks a Principal Customer Success Executive to own post-sale relationships in high-impact accounts, driving retention and expansion through strategic value delivery. You will partner with senior executives to align business strategy with ServiceNow capabilities, manage risk, and mentor delivery teams across multi-workstream programs.

You will lead transformations, identify opportunities, and guide governance strategies to maximize platform value while ensuring customer satisfaction