ServiceNow

Principal Customer Success Executive, U.S. Federal

ServiceNow • $180K — $281K *
US-AnywhereRemote in Vienna, VA
Enterprise Technology
11 - 15 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Experience in integrating AI for decision-making and workflow optimization.
  • Significant background in collaborating with senior IT and business leaders to apply ServiceNow technology effectively.
  • PMP preferred; project management experience required.
  • Minimum 15+ years in client-facing roles focused on account management or transformation leadership.
  • Preferred experience with U.S. Federal customers.
  • History of delivering consulting services in IT Strategy, Operations, Governance, and management.

Responsibilities

  • Lead high-complexity transformations for strategic customers, aligning delivery with governance and organizational priorities.
  • Identify service pipeline opportunities through value blueprints and provide pre-sales support as needed.
  • Partner with team members to create executive narratives that showcase platform value for clients.
  • Shape customer strategy through trend identification and industry thought leadership.
  • Standardize delivery methodologies to ensure operational excellence and adherence to quality standards.
  • Mentor colleagues on transformation best practices and advocate for product evolution based on customer feedback.
  • Identify risks to customer retention and proactively work to mitigate churn.

Benefits

  • Health plans including flexible spending accounts.
  • 401(k) Plan with company match.
  • Employee Stock Purchase Plan (ESPP).
  • Matching donations for charitable contributions.
  • Flexible time away policies and family leave programs.
Full Job Description
Job Description

As a trusted C-Suite / senior executive level advisor on ServiceNow offerings, the Principal Customer Success Executive (PCSE) owns the post-sale customer relationship, aiming to increase customer satisfaction and drive retention through Impact delivery. Principal CSEs are experienced individuals who bring a consultative, problem-solving approach to partnering with senior customer stakeholders to derive value from our platforms. They demonstrate a strong understanding of customer's industry and specific business strategies, driving alignment between these factors and what ServiceNow can offer to enable better business outcomes for their customers. This role drives business transformation by maximizing the long-term strategic value of ServiceNow and ensuring that every aspect of the customer's platform and capability are ready for expansion.

They provide strategic direction and mentorship to both customers and ServiceNow teams managing complex, multi-workstream programs. They play a pivotal role in resolving escalations and mitigating risks, ensuring adoption and usage is maintained at healthy levels. Principal CSEs focus on ensuring the customer recognizes the value of the ServiceNow Platform at all levels and stages, facilitating a smooth path to both renewal and up- and cross-sell.

Overall, Principal CSEs are responsible for fostering the relationship with C-suite level stakeholders in a smaller number of strategically important Impact accounts, with the aim of increasing customer satisfaction and driving retention and upgrades, where applicable.

What You Get to Do in This Role:
  • Lead high-complexity transformations in our largest and most strategic customers, ensuring all ServiceNow Customer Excellence roles align and deliver in accordance with governance frameworks, customer objectives, and organizational priorities; ultimately chaperoning Impact value management and demonstrating strategic oversight.
  • Proactively identify professional services pipeline opportunities through product capabilities road mapping, value blueprints and adoption analysis, providing pre-sales support for funnel opportunities as requested.
  • Partner with Impact team members (e.g., Customer Success Managers or other Customer Success Executives) leveraging the joint visibility of customer insights to create executive-ready narratives and platform value stories.
  • Work with senior executives to shape and influence customer organizational strategy by identifying emerging trends, refining best practices, aligning delivery approaches with evolving market demands, and providing industry-specific thought leadership.
  • Drive operational consistency and excellence by standardizing delivery methodologies and ensuring adherence to governance and quality standards, interfacing with Delivery as required. Advise on change management plans to support strong post-delivery adoption.
  • Establish relationships with ServiceNow leaders, advocating for product evolution based on customer insights, and mentoring other Customer Success resources on transformation best practices.
  • Identify areas of risk and take steps to prevent customer or revenue churn.
  • Work closely with Sales Teams to define and execute product adoption and customer retention plans.
  • Provide prescriptive guidance on internal project/program governance and help the customer create the appropriate governance models and ensure adherence.
  • Help the customer identify incidents where contractual SLAs were missed and take necessary action.
  • Improve overall customer satisfaction, as well as the satisfaction of their internal customers.


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.
  • Significant experience collaborating with senior IT and business leaders, with a track record of successfully translating corporate strategy/objectives with the applied use of ServiceNow technology in the context of the client's environment.
  • PMP preferred; project management experience required.
  • Minimum 15+ years in client-facing roles with a focus on account management, consulting, or transformation leadership throughout all phases. Experience in executive-level leadership roles, with a proven track record of influencing senior stakeholders and driving strategic outcomes, is strongly preferred.
  • Experience supporting or working with U.S. Federal customers preferred
  • 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) and adoption
  • Experience with project problem diagnosis, solution development, client communications, facilitation of decision making, documentation, managing client expectations, and team leadership.
  • Independently leverages AI to optimize workflows, tailor customer solutions, and inform strategic decisions.
  • Articulates AI system design, ethical implications, and platform use cases clearly, guiding peers and stakeholders in responsible, value-driven AI adoption.


For positions in this location, we offer a base pay of $180,200 - $281,600, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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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