Principal Customer Success Executive

Role Overview

The Principal 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 Service Now’s long‑term value by accelerating customers’ journey to success, ensuring predictable renewals, and maximizing the impact of Service Now across their business transformation initiatives.

• Drive Post‑Sales Success:
  Own and lead the customer’s post‑sales transformation, aligning Service Now’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.
• 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 Service Now.

The ideal candidate will have extensive experience leading large‑scale digital business transformations, acting as a trusted advisor to both internal and C‑level customer executives. You will be an expert in governance, strategy, and execution across cross‑functional teams and have a track record of delivering scalable, repeatable success.

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision‑making, or problem‑solving.
• BA/BS or equivalent required, Master’s degree preferred.
• A minimum of 12 years in a management consulting or leadership role at a top‑tier consulting firm, solution consulting, or similar positions focused on technology‑enabled business transformations (Digital/SaaS/Enterprise Software).
• Demonstrated success in running large‑scale, strategic accounts and exceeding business objectives.
• Strong experience in identifying and solving complex business problems and aligning solutions with customer business objectives.
• History of working across multiple functions and driving alignment in large, matrixed environments.
• Strong experience building relationships with C‑level business leaders, including within some of the world’s largest enterprises.
• Ability to thrive in rapidly changing environments, adapting strategies to new challenges and opportunities.
• Ability to create repeatable processes for scalable execution while maintaining a hands‑on approach to ensure critical tasks are completed efficiently.
• Excellent communicator and influencer, with the ability to work effectively across a global organization and foster collaboration at all levels.
• Deep understanding of customer needs, challenges, and motivations, with a keen ability to address concerns and ensure satisfaction.

• Equal Opportunity Employer
• Accommodations for candidates with disabilities
• Export Control Regulations compliance