Principal Customer Success Executive

The 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 high touch 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.
• Leadership of the Impact Squad: Quarterback and act as the team leader for the Impact Squad of Customer Success Manager(s), Platform Architect(s) and/or Support Account Manager(s).
• Own the Customer Post Sales Relationship: Accountable for the overall adoption and time to value for the customer investment in ServiceNow platform.
• Drive AI & Enable Adoption: Adept in driving adoption to enable positive business outcomes via the delivery and customer utilization of the Impact Total and/or Add-On entitlement.
• Ability to be hands on: As a highly experienced senior individual contributor, the best Customer Success Executive does not shy away from being hands on in terms of delivering high value adoption engagements that elevates a customer’s usage and adoption of ServiceNow. Ability to unblock adoption barriers via a documented delivery plan.
• 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.