Principal Customer Success Executive, U.S. Federal
Core
Senior executive advisor driving post-sale customer relationships, retention, and business transformation for U.S. Federal accounts using ServiceNow platforms.
Role type
Principal Customer Success Executive (C-Suite level)
Builds
Strategic value delivery and platform expansion for large-scale government clients
Domain
U.S. Federal Government / IT Service Management (ITSM)
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Strategic account management, C-suite stakeholder influence, complex transformation leadership, risk mitigation, governance framework alignment, pre-sales support, change management, SLA management, AI integration in workflows
Preferred skills
PMP certification, U.S. Federal customer experience, executive-level leadership track record, AI system design and ethical implications knowledge
Technologies
ServiceNow Platform, AI-powered tools
Responsibilities
Lead high-complexity transformations for strategic accounts; resolve escalations and mitigate churn risks; shape customer organizational strategy with thought leadership; standardize delivery methodologies; advocate for product evolution; mentor Customer Success teams; define retention and adoption plans with Sales Teams.
Seniority
Principal, hands-on IC with strategic oversight
