Strategic Customer Success Executive

ServiceNow, Inc.; Addison (TX); Hybrid; USD 180,000 - 240,000; Full time

Job summary

ServiceNow, Inc. is seeking a Principal Customer Success Executive to own post‑sale relationships with strategic accounts. You will drive adoption, retention, and value realization while partnering with senior stakeholders to align platform capabilities with business goals.

The role focuses on transforming customer delivery, expanding strategic outcomes, and guiding cross‑functional teams toward long‑term success with ServiceNow solutions. Hybrid remote work is supported.

Qualifications

• Minimum 15+ years in client-facing roles.
• Experience with executive stakeholder management.
• PMP certification preferred; project management experience required.
• Experience translating strategy into service delivery outcomes.
• Experience in IT Strategy, IT Operations, and IT Governance.

Responsibilities

• Lead high‑complexity transformations for strategic customers.
• Identify opportunities through product capabilities roadmapping and adoption analysis; provide pre‑sales support.
• Partner with Impact team to craft executive-ready narratives.
• Work with senior executives to shape customer organizational strategy and identify trends.
• Standardize delivery methodologies and ensure governance and quality standards.
• Mentor other Customer Success resources on transformation best practices.
• Identify areas of risk and take steps to prevent churn and protect revenue.
• Collaborate with Sales to define and execute product adoption and retention plans.
• Help customers establish governance models and ensure adherence.
• Articulate AI system design and responsible use to guide stakeholders.

Skills

15+ years

Executive leadership

PMP

Strategic account mgmt

AI integration

Job description

ServiceNow, Inc. is seeking a Principal Customer Success Executive to own post‑sale relationships with strategic accounts. You will drive adoption, retention, and value realization while partnering with senior stakeholders to align platform capabilities with business goals.

The role focuses on transforming customer delivery, expanding strategic outcomes, and guiding cross‑functional teams toward long‑term success with ServiceNow solutions. Hybrid remote work is supported.