Principal Customer Success Executive
Core
Trusted C-Suite advisor for ServiceNow, driving post-sale customer relationships, retention, and business transformation through strategic impact delivery.
Role type
Principal Customer Success Executive (Senior IC)
Builds
Strategic value realization and long-term platform expansion for enterprise accounts
Domain
IT Service Management (ITSM) / Enterprise Software / Consulting
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Executive stakeholder management, strategic account leadership, complex transformation leadership, risk mitigation, governance framework design, pre-sales support, cross-functional team mentorship, AI integration strategy
Preferred skills
PMP certification, 15+ years in client-facing account management or consulting, experience in IT Strategy/Operations/Security/HR domains, AI system design and ethical implications knowledge
Technologies
ServiceNow Platform, AI-powered tools, workflow automation platforms
Responsibilities
Lead high-complexity transformations for strategic customers; Identify professional services pipeline opportunities; Partner with Impact teams to create executive narratives; Shape customer organizational strategy with thought leadership; Standardize delivery methodologies and governance; Advocate for product evolution based on customer insights; Prevent customer or revenue churn; Define product adoption and retention plans; Provide prescriptive guidance on project governance; Address contractual SLA misses; Improve overall customer satisfaction.
Seniority
Principal, hands-on IC with strategic oversight
