Responsibilities

The Principal Customer Success Executive is accountable for the strategic leadership and execution of post-sales activities within ServiceNow’s most valuable accounts, driving long-term value by accelerating customers’ journey to success and ensuring predictable renewals. This role involves partnering with C-level executives to deliver on business outcomes, collaborating strategically with Account Executives, proactively identifying and mitigating risks to success, focusing on key performance indicators (KPIs) such as adoption, technical health, renewals, and customer satisfaction, and establishing clear, measurable success metrics with the customer. They will also guide and inspire the Customer Success team, foster strategic alignment, advocate for innovation and continuous learning, and set success metrics and milestones to ensure value is realized.”} Any candidate must have the ability to build relationships with ServiceNow leaders and consistently incorporate customer feedback to drive continuous improvement.