Principal Customer Success Executive
WFA Digital Insight
As the demand for digital transformation specialists grows, with a 25% increase in 2025, ServiceNow's Principal Customer Success Executive role stands out. With over 12 years of experience required, this position demands a unique blend of leadership, strategy, and technical expertise. Candidates should be aware of the evolving landscape of AI integration in business processes and the importance of measurable success metrics. Before applying, consider the need for strong business acumen, cross-functional leadership, and a passion for driving customer success at an enterprise scale.
Job Description
About the Role
The Principal Customer Success Executive plays a pivotal role in driving ServiceNow's long-term value by accelerating customers' journey to success. This involves aligning ServiceNow's offerings with customer goals, providing industry thought leadership, and fostering collaboration with internal teams and strategic partners. As a trusted advisor, the successful candidate will partner with C-level executives to deliver on business outcomes and drive seamless delivery of business transformation.Day-to-day, the role entails strategic leadership and execution of post-sales activities within ServiceNow's most valuable accounts. This includes mitigating risks, driving value, and focusing on key performance indicators such as adoption, technical health, renewals, customer satisfaction, and expansion. The Principal Customer Success Executive will guide and inspire the Customer Success team to meet critical operational KPIs and work closely with customers to align their roadmap and drive new revenue opportunities.
The team context for this role involves close collaboration with Account Executives to create and execute integrated pre- and post-sales strategies, delivering long-term value for both the customer and ServiceNow. The Principal Customer Success Executive will also build relationships with ServiceNow leaders, incorporating customer feedback to drive continuous improvement and advocating for innovation and continuous learning.
What You Will Do
- Drive post-sales success by owning and leading the customer's post-sales transformation
- Foster strong relationships with C-Level executives to deliver on business outcomes
- Collaborate strategically with Account Executives to create and execute integrated pre- and post-sales strategies
- Mitigate risks and drive value by proactively identifying potential risks to success
- Focus on key performance indicators such as adoption, technical health, renewals, customer satisfaction, and expansion
- Guide and inspire the Customer Success team to meet critical operational KPIs
- Work closely with customers to align their roadmap and drive new revenue opportunities
- Foster strategic alignment by building relationships with ServiceNow leaders and incorporating customer feedback
- Advocate for innovation and continuous learning by driving innovative solutions for customers
- Set success metrics and milestones by establishing clear, measurable success metrics with the customer
What We Are Looking For
- A minimum of 12 years of experience in a management consulting or leadership role at a top-tier consulting firm, solution consulting, or similar positions focused on technology-enabled business transformations
- Extensive experience leading large-scale digital business transformations
- Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
- Strong experience in identifying and solving complex business problems and aligning solutions with customer business objectives
- 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
- BA/BS or equivalent required, Master’s degree preferred
Nice to Have
- Experience with Excel and other business analysis tools
- Knowledge of governance, strategy, and execution across cross-functional teams
- Experience in managing and analyzing data to inform business decisions
- Certification in a related field, such as digital transformation or customer success
Benefits and Perks
- Competitive salary
- Equity options
- Comprehensive health insurance
- Remote work stipend
- Paid time off
- Opportunities for professional growth and development
- Access to cutting-edge technology and tools
- Collaborative and dynamic work environment
How to Stand Out
- Utilize Excel to analyze customer data and create insightful reports to drive business decisions.
- Highlight your experience with AI integration and how it can be applied to drive customer success.
- Showcase your ability to build and maintain strong relationships with C-level executives and cross-functional teams.
- Develop a portfolio that demonstrates your success in leading large-scale digital business transformations and driving customer value.
- Prepare to discuss your experience with key performance indicators and how you measure success in your previous roles.
- Research ServiceNow's products and services to understand how they align with customer needs and goals.
- Be ready to provide specific examples of how you've driven innovation and continuous learning in your previous roles.
This is a remote position listed on WFA Digital, the platform for professionals who work from anywhere. Browse more remote jobs across all categories.