Strategic Customer Success Executive

ServiceNow; Arizona; On-site; USD 180,000 - 315,000; Full time

Benefits offered by this job

Health plans

401(k) matching

Employee stock purchase plan

Matching donations

Flexible time away

Family leave

Job summary

ServiceNow is seeking a Principal Customer Success Executive (PCSE) to own post-sale relationships with senior stakeholders, driving retention and value realization through strategic guidance and transformation delivery. You will lead multi-workstream programs, mentor teams, and partner with sales to ensure adoption and satisfaction across Impact accounts.

With 15+ years in client-facing leadership roles, you will articulate AI-driven solutions, align IT and business strategies, and influence

Qualifications

• Significant experience collaborating with senior IT and business leaders.
• PMP preferred; project management experience required.
• Minimum 15+ years in client-facing roles with focus on account management, consulting, or transformation leadership.

Responsibilities

• Lead high-complexity transformations in our largest and most strategic customers, ensuring all ServiceNow Customer Excellence roles align and deliver in accordance with governance frameworks, customer objectives, and organizational priorities; ultimately chaperoning Impact value management and demonstrating strategic oversight.
• Proactively identify professional services pipeline opportunities through product capabilities road mapping, value blueprints and adoption analysis, providing pre-sales support for funnel opportunities as requested.
• Partner with Impact team members leveraging the joint visibility of customer insights to create executive-ready narratives.
• Work with senior executives to shape and influence customer organizational strategy by identifying emerging trends, refining best practices, and aligning delivery approaches with evolving market demands, and providing industry-specific thought leadership.
• Drive operational consistency and excellence by standardizing delivery methodologies and ensuring adherence to governance and quality standards, interfacing with Delivery as required.
• Establish relationships with ServiceNow leaders, advocating for product evolution based on customer insights, and mentoring other Customer Success resources on transformation best practices.
• Identify areas of risk and take steps to prevent customer or revenue churn.
• Work closely with Sales Teams to define and execute product adoption and customer retention plans.
• Provide prescriptive guidance on internal project/program governance and help the customer create the appropriate governance models and ensure adherence.
• Help the customer identify incidents where contractual SLAs were missed and take necessary action.
• Improve overall customer satisfaction, as well as the satisfaction of their internal customers.

Skills

Executive leadership

AI integration

IT Strategy

Stakeholder management

Problem solving

Job description

ServiceNow is seeking a Principal Customer Success Executive (PCSE) to own post-sale relationships with senior stakeholders, driving retention and value realization through strategic guidance and transformation delivery. You will lead multi-workstream programs, mentor teams, and partner with sales to ensure adoption and satisfaction across Impact accounts.

With 15+ years in client-facing leadership roles, you will articulate AI-driven solutions, align IT and business strategies, and influence