Principal Customer Success Executive, U.S. Federal
Core
Trusted C-Suite advisor for ServiceNow, driving post-sale customer relationships, retention, and business transformation for strategic U.S. Federal accounts.
Role type
Principal Customer Success Executive (Senior IC)
Builds
Long-term strategic value of ServiceNow platform, renewal, up-sell, and cross-sell for high-complexity transformations.
Domain
IT Service Management (ITSM) / U.S. Federal Government
Required skills
Strategic account management, C-suite stakeholder influence, complex transformation leadership, risk mitigation, change management, governance framework alignment, pre-sales support, AI integration in workflows, project management.
Preferred skills
U.S. Federal customer experience, PMP certification, executive-level leadership track record, specific domain expertise (IT Strategy, Security Operations, HR, Customer Service Management).
Technologies
ServiceNow Platform, AI-powered tools, workflow automation platforms.
Responsibilities
Lead high-complexity transformations for strategic customers; resolve escalations and mitigate risks; foster C-suite relationships to drive retention and upgrades; identify professional services pipeline opportunities; standardize delivery methodologies; advise on change management and governance models; prevent churn; collaborate with Sales and Delivery teams.
Seniority
Principal, hands-on IC with strategic oversight