Principal Customer Success Executive – Manufacturing Vertical

🔥 1 hour ago

🚗 Michigan – Remote

🚗 Michigan – Remote

💵 $162.2k - $283.9k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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ServiceNow

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2004

🏢 Enterprise

☁️ SaaS

🤖 Artificial Intelligence

💰 Post-IPO Equity on 2022-12

Enterprise • SaaS • Artificial Intelligence

ServiceNow is a platform that offers AI-powered solutions and automation for businesses to enhance productivity and streamline workflows. Its AI agents are designed to autonomously learn, reason, make decisions, and take action to transform business processes across various domains such as IT, HR, customer service, and app development. The platform enables organizations to integrate data from diverse sources, facilitating business transformation and operational efficiency. Recognized for its leadership in AI IT service management and trusted by a significant portion of the Fortune 500, ServiceNow collaborates with other global leaders like Microsoft and AWS to bring advanced AI capabilities to modernize business operations.

📋 Description

• Own account-level commercial performance, including GRR, NRR, renewals, downsell prevention, and expansion • Build trusted C-suite and senior IT relationships as a strategic advisor to manufacturing customers • Co-develop digital transformation strategies and position ServiceNow as a strategic platform partner • Translate customer enterprise priorities into phased ServiceNow roadmaps tied to measurable business outcomes • Run governance, delivery excellence, and cross-functional orchestration for complex transformations across large accounts • Deliver data-driven executive presentations and portfolio reviews to customers and internal leadership • Drive AI consumption and platform adoption, including adoption journeys for emerging agentic capabilities • Establish success metrics, monitor progress, identify risks, and refine transformation plans • Synthesize manufacturing-industry feedback, feature requests, and adoption blockers for Product Engineering and roadmap prioritization • Define and manage operational KPIs for adoption, technical health, renewals, customer satisfaction, and expansion • Report on customer health, adoption trends, downsell risk, and advocacy pipeline • Leverage AI-enabled tools and platforms to automate insights and drive proactive outreach

🎯 Requirements

• AI-driven experience integrating or evaluating AI in work processes, decision-making, or problem-solving • BA/BS or equivalent required; MBA or advanced degree preferred • 10–15 years of experience in management consulting, enterprise SaaS, senior customer success, or technology-enabled business transformation roles • Experience owning strategic account commercial outcomes, adoption trajectory, and renewal health • Demonstrated success running large-scale strategic account transformations and exceeding business objectives • Exceptional commercial instincts and understanding of portfolio economics, adoption, consumption, and revenue • Proven C-suite engagement, including experience partnering with CIOs and senior IT executives • Ability to translate adoption metrics, value realization, and portfolio performance into executive narratives • Strong cross-functional collaboration across Sales, Presales, Delivery, Product, and Enablement • Deep understanding of manufacturing enterprises and industry priorities • Experience overseeing technical account health, adoption telemetry, integration health, platform upgrades, and solution expansion • Background with AI/ML platform products or AI adoption programs is a significant differentiator • Ability to thrive in a high-velocity, high-accountability environment • Willingness to travel domestically to strategic customer sites as required

🏖️ Benefits

• Equity (when applicable) • Variable/incentive compensation • Health plans • Flexible spending accounts • 401(k) Plan with company match • ESPP • Matching donations • Flexible time away plan • Family leave programs

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