Strategic C‑Suite Customer Success Executive

Servicenow; Austin (TX); Hybrid; USD 180,000 - 280,000; Full time

Job summary

ServiceNow seeks a Principal Customer Success Executive (PCSE) to own post-sale executive relationships, drive retention, and maximize long-term value across strategic accounts. You will lead complex transformations, align governance with business goals, and mentor teams to ensure adoption and successful expansions.

You will partner with senior executives, guide value delivery, and work with Sales to drive product adoption and renewals, while mitigating risk and reducing churn.

Qualifications

• Experience integrating AI into work processes, decision-making, or problem-solving.
• Collaboration with senior IT and business leaders to translate strategy into value.
• 15+ years in client-facing roles focused on account management, consulting, or transformation leadership.
• Experience with IT Strategy, IT Operations, HR, Security Operations, or related areas.
• Ability to lead executive-level engagements, manage expectations, and drive strategic outcomes.
• Ability to articulate AI system design, ethical implications, and platform use cases.

Responsibilities

• Lead high-complexity transformations in the largest strategic customers, aligning governance and objectives.
• Identify pipeline opportunities through product capabilities roadmaps and adoption analysis; provide pre-sales support.
• Partner with Impact team members to create executive-ready narratives.
• Influence customer organizational strategy by identifying trends and aligning delivery with market demands.
• Standardize delivery methodologies, ensure governance and quality, interface with Delivery.
• Mentor other Customer Success resources on transformation best practices.
• Identify risks and take steps to prevent churn.
• Work with Sales to define adoption and retention plans.
• Provide governance guidance and help customers create appropriate governance models.
• Help customers identify SLA incidents and take necessary action.
• Improve overall customer satisfaction for internal customers as well.

Skills

AI integration

Executive leadership

Transformation leadership

Consulting experience

Job description

ServiceNow seeks a Principal Customer Success Executive (PCSE) to own post-sale executive relationships, drive retention, and maximize long-term value across strategic accounts. You will lead complex transformations, align governance with business goals, and mentor teams to ensure adoption and successful expansions.

You will partner with senior executives, guide value delivery, and work with Sales to drive product adoption and renewals, while mitigating risk and reducing churn.