Principal Customer Success Executive - Enterprise

Job Description

This role is ideal for a Principal-level leader who thrives at the intersection of strategy, technology, and executive engagement
—someone who can shape transformation at the highest level
, influence C‑suite stakeholders, and drive meaningful, measurable outcomes for enterprise customers.

As a trusted advisor to senior executives
, you will lead complex, multi‑year transformation programmes, aligning technology strategy to business priorities. You will operate as a strategic partner to the customer’s leadership team, influencing direction, accelerating value, and ensuring sustained impact across their organization.

Lead Enterprise Digital Transformation

Own and drive the end‑to‑end transformation strategy for your customers, aligning Service Now’s platform to enterprise‑wide business objectives. Shape multi‑year roadmaps that deliver measurable outcomes, from initial strategy through to adoption and value realisation.

Engage and Influence at C‑Level

Build trusted relationships with C‑suite and senior executives
, acting as a strategic advisor on business transformation. Lead executive conversations that shape priorities, unlock investment, and drive alignment across business and technology stakeholders.

Orchestrate Value Across the Customer Lifecycle

Partner with Sales, Customer Success, and Product to create a seamless, integrated strategy across pre‑ and post‑sales
, ensuring continuity from deal strategy through to long‑term success, consumption, and renewal.

Drive Business Outcomes and Commercial Impact

Own the linkage between technology delivery and business value
, including adoption, consumption, ROI, retention, and expansion. Position Service Now as a critical enabler of the customer’s strategic objectives.

Lead Through Complexity and Scale

Oversee complex, multi‑stream transformation programmes, establishing governance, operating models, and executive‑level reporting to ensure successful delivery and risk mitigation at scale.

Shape Strategic Direction and Innovation

Bring industry insight and thought leadership to customers, advising on innovation, AI adoption, and operating model evolution. Continuously identify opportunities to accelerate value and drive competitive advantage.

Elevate the Customer Success Function

Act as a senior leader within the ecosystem, influencing internal stakeholders and shaping how Service Now delivers value to its most strategic accounts.

Ideal Candidate

We are seeking a senior strategic leader with a proven track record of advising at the C‑suite level and leading large‑scale digital transformation programmes within complex enterprise environments.

• Executive Leadership & C‑Level Engagement – Proven ability to engage, influence, and build trusted relationships with C‑suite stakeholders, shaping enterprise strategy and driving alignment at the highest levels.
• Digital Transformation Strategy Expertise – Extensive experience defining and delivering enterprise‑wide transformation strategies within SaaS or technology‑led environments, with clear linkage to business outcomes.
• Enterprise SaaS / Platform Experience – Strong background in SaaS, cloud, or platform‑led transformations, with the ability to position technology as a driver of business value.
• Commercial & Outcome‑Focused Mindset – Demonstrated success linking transformation programmes to measurable outcomes such as adoption, ROI, retention, and growth.
• Leadership at Scale – Experience operating in complex, global organisations, influencing across matrixed teams and multiple stakeholders.
• Strategic Account Leadership – Proven ability to lead and grow high‑value, strategic accounts, acting as a long‑term partner to the customer.
• AI & Innovation Thought Leadership – Experience leveraging AI and emerging technologies to drive innovation, improve decision‑making, and enhance business outcomes.
• Consulting / Advisory Background – Typically 15+ years in management consulting, enterprise technology, or strategic advisory roles, with experience in top‑tier consulting or hyperscale technology firms.

Service Now is an equal opportunity…