Principal Product Success Manager - Facilities Management

• Full-time
• Employee Type:
  Regular
• Region: AMS
  - North America and Canada
• Work Persona:
  Flexible or Remote

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, Service Now is the AI control tower for business reinvention. Our Service Now AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better.

We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Product Excellence (PEx) is the highest-tier team of experts within the Customer Excellence Group (CEG). We are the first line of advisors for our newest products, and we are the last line of defense to protect our customers.

This is a rare opportunity to lead the technical direction of two of the company's most business lines. You will serve as the most senior technical member of the PEx team, architecting and deploying innovative solutions particularly agentic AI capabilities directly with our most strategic customers in Facilities Management and Core Business Services.

As a principal technical expert in PEx, you will partner directly with customers to analyze their business and use cases, design solutions on the Service Now platform and supported products, and facilitate their deployment into production. You'll spend the majority of your time in customer-facing work: discovery, solutioning, and deployment situations. You will set the solution architecture and deployment patterns that your peers across CEG reuse across adoption & retention efforts, own the journey and business outcomes of the products you support, and raise the whole group's technical capability.

You will play a critical role in driving adoption and innovation across our supported products, with a focus on accelerating agentic AI adoption. You will partner closely with product teams to amplify the voice of the customer, influence roadmap decisions, and ensure our solutions deliver meaningful value. You'll lead customer programs, monitor customer health to support value realization, and drive renewals and advocacy.

Your work compounds: the patterns you establish are adopted across a growing team and customer base, and your influence extends back into the product lines and CEG. Your impact is measured by the soundness of your judgment, the patterns you establish, and the outcomes your customers achieve. You will scale specialized knowledge across the Customer Excellence Group, ensuring our entire team raises its capability alongside your work.

• Lead innovation and new product adoption. Champion early adoption and pilot efforts for our new product releases. Collaborate with product teams to validate use cases and drive successful outcomes, particularly around AI-driven capabilities that reduce time-to-value
• Architect solutions on our products. Design solutions that address customer needs agentic AI workflows, system integrations, data architecture, and guardrails that fit cleanly into existing customer landscapes and deliver real value
• Drive strategic adoption. Lead the resolution of complex, high impact customer situations. Drive adoption of our products and support value realization across your customer base
• Manage escalations and at-risk accounts. Serve as the primary escalation point for critical customer issues. Proactively identify at-risk accounts through data and insights, develop…