ServiceNow

Principal Customer Success Executive

ServiceNow$120K — $150K *
Information Technology
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • Experience integrating AI into work processes and decision-making.
  • Significant experience collaborating with senior IT and business leaders.
  • PMP preferred; project management experience required.
  • Minimum of 10 years in client-facing roles, especially in account or relationship management.
  • Demonstrated history delivering consulting services in critical subject areas like IT strategy, operations, and governance.

Responsibilities

  • Identify areas of risk and implement strategies to prevent customer and revenue churn.
  • Work closely with Sales Teams to execute product adoption and customer retention plans.
  • Provide prescriptive guidance on internal project governance for customers.
  • Help identify incidents of missed contractual SLAs and take necessary actions.
  • Improve overall customer satisfaction and internal stakeholder satisfaction.

Benefits

  • Flexible work environment with options for remote or in-office arrangements.
Full Job Description
Job Description

What you get to do in this role:
  • You will Identify areas of risk and takes steps to prevent customer or revenue churn
  • You will be responsible for working closely with Sales Teams to define and execute product adoption and customer retention plans
  • As a Customer Success Executive, you will provide prescriptive guidance on internal project/program governance and help the customer create the appropriate governance models and makes sure that all parties adhere to it.
  • You will help the customer identify incidents where contractual SLAs were missed and takes necessary action
  • Improving the overall satisfaction of the customer, as well as the satisfaction of their internal customers, is the key to success in this role.


Qualifications

To be successful in this role you have:
  • Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
  • The ideal candidate will have significant experience collaborating with senior IT and business leaders. They must have a track record of successfully demonstrating the ability to translate corporate strategy/objectives with the applied use of ServiceNow technology in the context of the client's environment.
  • PMP preferred, project management experience required.
  • A minimum of 10 years in a similar client facing or appropriately relevant role, in operating account or client relationship management
  • Experience in any of the following critical subject areas, with a demonstrated history delivering consulting services:
  • IT Strategy and Planning
  • IT Operations and Management
  • Human Resources
  • Security Operations
  • Customer Service Management
  • IT Processes
  • IT Governance
  • IT Portfolio, Program and Project Management
  • IT Project Delivery (SDLC)
  • Experience with project problem diagnosis, solution development, client communications, facilitation of decision making, documentation, managing client expectations, and team leadership


JV20

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

About ServiceNow

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations in North America, Europe, the Middle East, Africa, the Asia Pacific, and other countries. The company offers service management solutions, including incident, problem, change, request, and cost management as well as service catalogs; and IT, HR, facilities, and field service management solutions. It also provides IT operations management solutions covering service mapping, delivery, and assurance solutions; business management solutions such as financial management, project portfolio suite, vendor performance management, and performance analytics as well as governance, risk, and compliance; and application development services.

ServiceNow Careers

Join the dynamic team at ServiceNow, a global leader in digital workflow solutions, where innovation and leadership converge to shape the future of work. At ServiceNow, we offer more than just job opportunities; we provide a platform for professional growth and a chance to be part of a culture that values diversity, creativity, and continuous learning.

Work You’ll Do

Embark on a career journey with ServiceNow and contribute to the world’s leading enterprises' digital transformation. Our team is at the forefront of developing cutting-edge technologies that improve how people work. With ServiceNow, you will use your skills to impact businesses and industries profoundly, driving efficiency and innovation.

Join Our Market-Leading Team

ServiceNow is not just another technology company. We are a team that thrives on diversity and leadership, fostering an inclusive environment that promotes growth and development. Our commitment to diversity training ensures that every team member can achieve their potential.

Innovative Work

ServiceNow is home to more than 10,000 dedicated professionals who lead the charge in digital workflows and enterprise solutions. As part of our team, you will engage in projects that merge technology with practical applications, creating revolutionary products that advance how services are delivered and managed.

Career Development

At ServiceNow, your career trajectory is filled with boundless opportunities. We support your growth with robust training programs, leadership development courses, and access to global challenges. Whether you are looking for an internship, full-time position, or leadership role, ServiceNow equips you with the tools to excel.

Be Part of a Great Team

Working at ServiceNow means being part of a community that values teamwork and innovation. Our collaborative environment encourages networking and sharing ideas, making our workplace vibrant and dynamic. The benefits of joining ServiceNow extend beyond comprehensive health and wellness; they include fostering professional connections and friendships that last a lifetime.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional or a recent graduate, ServiceNow offers a range of employment options to suit your career goals. From internships that provide real-world experience to full-time positions that challenge you to leverage your expertise, we are committed to hiring the best talent.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At ServiceNow, we look for passionate, curious, and solution-driven team players. Explore the possibilities that await you at a company that is committed to your professional success.

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ServiceNow Careers

Empowering professionals to achieve more, ServiceNow is where careers are future-proofed, and ambitions are realized. Join us in our journey of growth and innovation.
Learn more about ServiceNow
Size
16,881 employees
Market Cap
$76.5 billion
Industry
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ

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