Strategic Customer Success Executive

ServiceNow, Inc.; Austin (TX); On-site; USD 180,000 - 240,000; Full time

Job summary

ServiceNow is seeking a Principal Customer Success Executive to own post‑sale relationships with strategic accounts. You will drive adoption, retention, and value realisation across senior stakeholders, ensuring alignment of business objectives with ServiceNow capabilities.

You will lead cross‑functional teams, mentor Customer Success professionals, and shape governance and transformation programs while mitigating risks and pursuing expansion opportunities across the customer portfolio.

Qualifications

• 15+ years in client-facing roles with account management or transformation leadership.
• Experience collaborating with senior IT and business leaders to align strategy and technology.
• Proven track record of driving customer satisfaction and retention.

Responsibilities

• Lead high‑complexity transformations for top customers.
• Identify services pipeline via product capability roadmaps.
• Partner with Impact team to craft executive narratives.
• Shape customer strategy with senior executives and trends.
• Standardize delivery methodologies and governance.
• Mentor other Customer Success resources on transformation.
• Mitigate risks and prevent churn.
• Collaborate with Sales to drive adoption and retention.

Skills

Client relationship management

Executive stakeholder management

Strategic advisory

AI integration in workflows

Consultative approach

Business transformation leadership

PMP certified

Education

PMP certification

Job description

ServiceNow is seeking a Principal Customer Success Executive to own post‑sale relationships with strategic accounts. You will drive adoption, retention, and value realisation across senior stakeholders, ensuring alignment of business objectives with ServiceNow capabilities.

You will lead cross‑functional teams, mentor Customer Success professionals, and shape governance and transformation programs while mitigating risks and pursuing expansion opportunities across the customer portfolio.