Principal Customer Success Executive

Job Description

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.

As a trusted advisor, you’ll partner with C-level executives, guide seamless delivery of business transformation, and foster collaboration with Service Now’s teams and strategic partners.

• 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. 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 Service Now 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.

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. Your passion for driving customer success at an enterprise scale and your ability to work in complex, dynamic environments will be key to your success in this role.

To be successful in this role, you will need:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision‑making, or problem‑solving. This may include using AI‑powered tools, automating workflows, analyzing AI‑driven insights, or exploring AI’s potential impact on the function or industry.
• Educational Background: BA/BS or equivalent required, Master’s degree preferred.
• Experience:
  
  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).
• Leadership Expertise:
  Demonstrated success in running large-scale, strategic accounts and exceeding business objectives. Proven track record in building and leading high-performing Customer Success or Consulting teams.
• Business Acumen:
  Strong experience in identifying and solving complex business problems and aligning solutions with customer business objectives.
• Cross‑Functional Leadership: A history of working across multiple functions and driving alignment in large, matrixed environments.
• C‑Level Relationships:
  Strong experience building relationships with C‑level…