Principal Customer Success Manager - Federal
Core
Act as an advocate for a portfolio of customers to help them achieve business outcomes and foster greater adoption of ServiceNow products through prescriptive guidance.
Role type
Senior IC Customer Success Manager (Federal)
Builds
Customer success outcomes and adoption of ServiceNow platform
Domain
IT Service Management (ITSM) / Enterprise Software
Required skills
Customer portfolio management, prescriptive guidance, best practice implementation, project leadership, use case development, team mentorship, issue resolution, license optimization
Preferred skills
AI integration in workflows, independent project execution, complex issue analysis, recruiting support
Technologies
ServiceNow platform, AI-powered tools
Responsibilities
Oversee customer engagement and outcomes, assign activities to team members, ensure technical health and product versioning, guide development of Success Plays, create use cases and success stories, guide other teams on customer issues, identify new projects, reduce escalations, mentor junior members, assist with recruiting
Seniority
Senior, hands-on IC with mentorship responsibilities