ServiceNow

Principal Customer Success Manager - Veza

ServiceNow$148K — $259K *
Enterprise Technology
11 - 15 years of experience
Job Overview by Ladders

Qualifications

  • 12+ years in managing complex enterprise customers within SaaS or platform organizations
  • Demonstrated ownership of large, multi-threaded accounts with executive visibility
  • Proven success in driving renewals, expansion, and long-term customer value
  • Strong business and financial acumen to connect product adoption to ROI
  • Executive-level communication skills and presence
  • Ability to operate in ambiguous, high-stakes environments
  • Track record of proactively identifying risks and driving resolutions

Responsibilities

  • Serve as the accountable leader for customer health, trajectory, and commercial posture
  • Establish clear success criteria and align internal operations
  • Drive customers from deployment to sustainable operational reliance
  • Orchestrate resources to achieve defined customer outcomes
  • Build trusted advisor relationships with senior stakeholders
  • Deliver Executive Business Reviews focused on measurable outcomes
  • Align platform capabilities with customer strategic initiatives

Benefits

  • Health plans including flexible spending accounts
  • 401(k) Plan with company match
  • ESPP and matching donations
  • Flexible time away plan
  • Family leave programs
Full Job Description
Job Description

Role Scope
  • Own a portfolio of approximately 8-10strategic enterprise customers
  • Operate within a high-touch engagement model where depth of partnership is prioritized over volume
  • Engage regularly with CIO, CISO, and senior technology leadership
  • Directly influence renewal outcomes, expansion opportunities, and executive satisfaction
  • Support customers operating in complex, highly integrated environments
  • Identify material risk multiple quarters ahead of renewal cycles and drive coordinated mitigation

Core Responsibilities

Extreme Ownership of Customer Outcomes
  • Serve as the accountable leader for the health, trajectory, and commercial posture of each assigned customer.
  • Establish clear success criteria and align internal execution accordingly.
  • Drive customers from deployment to durable operational reliance.
  • Orchestrate the resources required to achieve customer outcomes.
  • Treat each customer as a business, balancing advocacy with commercial responsibility.

Executive Engagement
  • Build trusted advisor relationships with CIO, CISO, and senior stakeholders.
  • Deliver Executive Business Reviews grounded in measurable business outcomes.
  • Align platform capabilities to strategic initiatives such as security posture, regulatory readiness, and operational resilience.
  • Guide executive decision-making through insight and credible challenge when necessary.

Value Realization
  • Build and govern multi-year Success Plans for every strategic account.
  • Translate product capabilities into quantified business impact.
  • Ensure customers achieve the outcomes that justified their investment.
  • Develop referenceable advocates through demonstrated value.

Renewal Predictability
  • Own renewal posture across the portfolio with no late-stage surprises.
  • Inspect leading indicators including adoption depth, executive engagement, and realized value.
  • Communicate risk early with a clear mitigation strategy and path to resolution.

Risk Management & Account Health Leadership
  • Bring rigor and objectivity to evaluating account health.
  • Proactively identify erosion signals and mobilize cross-functional teams before issues escalate.
  • Develop and execute disciplined recovery strategies when required.
  • Deliver difficult messages when necessary to protect long-term outcomes.
  • Maintain high forecast accuracy for assigned accounts.

Cross-Functional Partnership
  • Operate as the accountable leader for customer outcomes while partnering closely with Account Executives and Solution Engineers across the customer lifecycle.
  • Align commercial strategy with the Account Executive to support retention and expansion.
  • Partner with Solution Engineers on technical strategy, ensuring deployments support defined success criteria.
  • Lead integrated account planning across Sales, Solutions, and Customer Success.
  • Foster a one-team approach focused on long-term customer value rather than functional handoffs.

While execution is shared, accountability for customer outcomes remains clear.

Internal Execution & Governance
  • Coordinate Sales, Professional Services, Support, Product, and partner teams
  • Establish governance frameworks that drive accountability and transparency
  • Remove obstacles and maintain execution momentum across large programs
  • Operate effectively within highly matrixed customer organizations


Qualifications

Required Experience
  • 12+ years managing complex enterprise customers within SaaS or platform organizations
  • Demonstrated ownership of large, multi-threaded accounts with executive visibility
  • Proven experience driving renewals, expansion, and long-term customer value
  • Strong business and financial acumen with the ability to connect adoption to ROI
  • Executive-level communication skills and presence
  • Comfortable operating in ambiguous, high-stakes environments
  • Track record of proactively identifying risk and driving resolution

Nice to Have: Identity/Security Domain

Experience supporting identity, security, governance, or other mission-critical enterprise platforms is beneficial but not required.

Relevant exposure may include:
  • Identity Governance & Administration
  • Privileged Access Management
  • Access certifications / User Access Reviews
  • Compliance initiatives (SOX, ISO, NIST, SOC 2)
  • Zero Trust programs
  • Security transformation efforts


FD21

For positions in this location, we offer a base pay of $148,400 - $259,700, 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
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ

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