Principal Customer Success Executive

🔥 25 minutes ago

⚔️ Virginia – Remote

⚔️ Virginia – Remote

💵 $180.2k - $281.6k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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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 the post-sale customer relationship to increase satisfaction and drive retention through Impact delivery • Advise C-suite and senior executive stakeholders on ServiceNow offerings • Lead high-complexity transformations for largest and most strategic customers • Align Customer Excellence roles with governance frameworks, customer objectives, and organizational priorities • Drive Impact value management and demonstrate strategic oversight • Identify professional services pipeline opportunities through product capability roadmapping, value blueprints, and adoption analysis • Provide pre-sales support for funnel opportunities as requested • Partner with Customer Success Managers and other Customer Success Executives to create executive-ready narratives and platform value stories • Shape customer organizational strategy through emerging trends, best practices, delivery approaches, and industry thought leadership • Standardize delivery methodologies and ensure governance and quality standards • Advise on change management plans supporting post-delivery adoption • Advocate for product evolution based on customer insights and mentor Customer Success resources • Identify risks and prevent customer or revenue churn • Work with Sales Teams on product adoption and customer retention plans • Advise on project/program governance models and adherence • Identify missed contractual SLAs and take necessary action • Improve customer satisfaction and satisfaction of internal customers

🎯 Requirements

• Experience leveraging or critically thinking about integrating AI into work processes, decision-making, or problem-solving • Significant experience collaborating with senior IT and business leaders • Track record translating corporate strategy/objectives into applied ServiceNow technology in the client’s environment • PMP preferred • Project management experience required • Minimum 15+ years in client-facing roles focused on account management, consulting, or transformation leadership throughout all phases • Experience in executive-level leadership roles strongly preferred • Experience supporting or working with U.S. Federal customers preferred • Demonstrated history delivering consulting services in one or more of: 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 • Ability to independently leverage AI to optimize workflows, tailor customer solutions, and inform strategic decisions • Ability to articulate AI system design, ethical implications, and platform use cases clearly and guide responsible, value-driven AI adoption

🏖️ 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 • Flexible or remote work persona

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