Senior CSE - AI-Driven Platform Value Realization

ServiceNow; Texas; Remote; USD 180,000 - 240,000; Full time

Job summary

ServiceNow seeks a Principal Customer Success Executive to own post-sale relationships with strategic accounts, driving value realization and renewal with AI-enabled strategies. You will lead multi-workstream programs, collaborate with senior leaders, and mentor teams to maximize long-term platform value across industries.

You will partner with sales and impact teams to shape governance, mitigate risk, and orchestrate proactive adoption plans, ensuring customer satisfaction and strategic

Qualifications

• Experience integrating AI into work processes and decision-making.
• Extensive collaboration with senior IT and business leaders to map strategy to ServiceNow solutions.
• PMP certification preferred; proven project management experience.
• ServiceNow experience is required.
• 15+ years in client-facing roles with account management or transformation leadership.

Responsibilities

• Lead high-complexity transformations across strategic customers, ensuring governance and value delivery.
• Identify and advance professional services opportunities through roadmaps, blueprints and adoption analysis.
• Partner with Customer Success teams to craft executive narratives and strategic plans.
• Shape customer strategy with senior executives, identifying trends and best practices.
• Standardize delivery methodologies and ensure governance and quality.
• Build relationships with ServiceNow leaders and mentor other CS resources.
• Identify risks and mitigate churn while driving renewals and upsell opportunities.
• Collaborate with Sales to drive product adoption and retention.
• Provide governance guidance and ensure adherence to contractual SLAs.

Skills

AI integration

Executive stakeholder management

PMP

Project management

ServiceNow experience

15+ years experience

IT Strategy & Planning

IT Operations & Management

Security Operations

Customer Service Management

IT Governance

IT Portfolio/Program/Project Mgmt

IT Project Delivery (SDLC)

Job description

ServiceNow seeks a Principal Customer Success Executive to own post-sale relationships with strategic accounts, driving value realization and renewal with AI-enabled strategies. You will lead multi-workstream programs, collaborate with senior leaders, and mentor teams to maximize long-term platform value across industries.

You will partner with sales and impact teams to shape governance, mitigate risk, and orchestrate proactive adoption plans, ensuring customer satisfaction and strategic