Senior Customer Success Executive, Manufacturing (Remote)

SmartRecruiters, Inc.; Detroit (MI); Remote; USD 140,000 - 210,000; Full time

Benefits offered by this job

Flexible work arrangements

Job summary

ServiceNow is seeking a Principal Customer Success Executive for the US Manufacturing vertical. You will drive commercial health, retention, and expansion across a high-value portfolio while partnering with Sales, Delivery, Product, and other CEG functions to maximize platform value.

The role requires 10–15 years of post-sales leadership in enterprise SaaS with a track record of executive-level influence and tangible, YoY growth.

Qualifications

• 10–15 years of experience in management consulting, enterprise SaaS, or customer success.
• Proven executive-level relationships with manufacturing CIOs and senior IT leaders.
• Demonstrated ability to lead digital transformation and value realization at scale.

Responsibilities

• Own account-level commercial performance including GRR, NRR, and renewals.
• Build trusted executive relationships with C-suite and senior IT stakeholders.
• Translate customer strategy into a ServiceNow roadmap with measurable outcomes.
• Lead governance and cross-functional orchestration across multiple engagements.
• Deliver data-driven executive presentations and business reviews.
• Drive AI adoption and platform consumption as KPIs.

Skills

Executive presence

C-suite engagement

Cross-functional leadership

Data storytelling

Education

BA/BS or equivalent

MBA or advanced degree preferred

Tools

AI/ML platforms

Job description

ServiceNow is seeking a Principal Customer Success Executive for the US Manufacturing vertical. You will drive commercial health, retention, and expansion across a high-value portfolio while partnering with Sales, Delivery, Product, and other CEG functions to maximize platform value.

The role requires 10–15 years of post-sales leadership in enterprise SaaS with a track record of executive-level influence and tangible, YoY growth.