ServiceNow

Principal Customer Success Executive

ServiceNow • $130K — $180K *
US-AnywhereRemote in Orlando, FL
Enterprise Technology
11 - 15 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 12+ years of experience in management consulting or technology-focused roles
  • Expertise in large-scale digital business transformations
  • Strong relationships with C-level executives in large enterprises
  • Proven success in leading high-performing Customer Success or Consulting teams
  • Ability to integrate and leverage AI in business processes
  • Demonstrated cross-functional leadership in matrixed environments
  • Solid business acumen and problem-solving skills
  • Strong communication and collaboration skills

Responsibilities

  • Lead customer post-sales transformation initiatives
  • Collaborate strategically with Account Executives for integrated strategies
  • Proactively identify and mitigate risks to customer success
  • Guide Customer Success team to meet critical operational KPIs
  • Build relationships to incorporate customer feedback for improvement
  • Drive innovative solutions and foster continuous learning
  • Set and refine measurable success metrics and milestones

Benefits

  • Flexible work personas tailored to employee needs
  • Opportunities for continuous learning and professional development
  • Dynamic work environment with a focus on innovation
  • Collaboration with high-level executives and partners
  • Access to a global network of resources and expertise
  • Culture that values agility and calculated risk-taking
Full Job Description
Job Description

What you get to do in this role:

The Principal Customer Success Executive is accountable for the strategic leadership and execution of post-sales activities within our most valuable accounts. This position plays a crucial role in driving ServiceNow's long-term value by accelerating customers' journey to success, ensuring predictable renewals, and maximizing the impact of ServiceNow across their business transformation initiatives.

As a trusted advisor, you'll partner with C-level executives, guide seamless delivery of business transformation, and foster collaboration with ServiceNow's teams and strategic partners.

What You Get to Do in This Role:
  • Drive Post-Sales Success: Own and lead the customer's post-sales transformation, aligning ServiceNow's offerings to customer goals, and bringing relevant industry thought-leadership to the table. Foster strong relationships with C-Level executives to deliver on business outcomes.
  • Collaborate Strategically: Partner with Account Executives to create and execute integrated pre- and post-sales strategies, delivering long-term value for both the customer and ServiceNow. Leverage the right resources at the right time to ensure success.
  • Mitigate Risks and Drive Value: Proactively identify potential risks to success and work with the customer and internal teams to develop strategies to overcome them, ensuring a smooth path toward value realization.
  • Focus on Key Performance Indicators (KPIs): Guide and inspire the Customer Success team to meet critical operational KPIs-adoption, technical health, renewals, customer satisfaction, and expansion. Work closely with customers to align their roadmap and drive new revenue opportunities.
  • Foster Strategic Alignment: Build relationships with ServiceNow leaders and consistently incorporate customer feedback to drive continuous improvement. Align business transformation insights with organizational goals to ensure long-term success.
  • Advocate for Innovation and Continuous Learning: As a strategic thought leader, drive innovative solutions for our customers, always looking for opportunities to help them achieve their long-term goals. Foster a culture of agility and calculated risk-taking within the team.
  • Set Success Metrics and Milestones: Establish clear, measurable success metrics with the customer, and regularly review progress. Refine business transformation plans as needed to ensure milestones are met and value is realized.


Qualifications

The ideal candidate will have extensive experience leading large-scale digital business transformations, acting as a trusted advisor to both internal and C-level customer executives. You will be an expert in governance, strategy, and execution across cross-functional teams and have a track record of delivering scalable, repeatable success. Your passion for driving customer success at an enterprise scale and your ability to work in complex, dynamic environments will be key to your success in this role.

To be successful in this role, you will need:
  • 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.
  • Educational Background: BA/BS or equivalent required, Master's degree preferred.
  • Experience: A minimum of 12 years in a management consulting or leadership role at a top-tier consulting firm, solution consulting, or similar positions focused on technology-enabled business transformations (Digital/SaaS/Enterprise Software).
  • Leadership Expertise: Demonstrated success in running large-scale, strategic accounts and exceeding business objectives. Proven track record in building and leading high-performing Customer Success or Consulting teams.
  • Business Acumen: Strong experience in identifying and solving complex business problems and aligning solutions with customer business objectives.
  • Cross-Functional Leadership: A history of working across multiple functions and driving alignment in large, matrixed environments.
  • C-Level Relationships: Strong experience building relationships with C-level business leaders, including within some of the world's largest enterprises.
  • Adaptability: Ability to thrive in rapidly changing environments, adapting strategies to new challenges and opportunities.
  • Execution Focus: Ability to create repeatable processes for scalable execution while maintaining a hands-on approach to ensure critical tasks are completed efficiently.
  • Collaboration and Communication: Excellent communicator and influencer, with the ability to work effectively across a global organization and foster collaboration at all levels.
  • Customer Focus: Deep understanding of customer needs, challenges, and motivations, with a keen ability to address concerns and ensure satisfaction


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
Information Technology
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ
NOW
* Ladders Estimates

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