Principal Customer Success Executive Enterprise

This role is ideal for a Principal-level leader who thrives at the intersection of strategy technology and executive engagementsomeone 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 customers leadership team influencing direction accelerating value and ensuring sustained impact across their organisation.

What You Get to Do in This Role

Lead Enterprise Digital Transformation

Own and drive the end-to-end transformation strategy for your customers aligning Service Nows 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 customers 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.

Qualifications :

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.

Key Requirements

• 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.

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to Service Now employees depending on the nature of their work and their assigned work location.
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. To determine eligibility for a work persona Service Now may confirm the distance between your primary residence and the closest Service Now office using a third-party service.

Equal Opportunity Employer

Service Now is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

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