[Remote] Principal Customer Success Executive at ServiceNow

Vienna, Virginia, United States

Apply Now

Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, IT Service ManagementIndustries

Requirements

Extensive experience leading large-scale digital business transformations
Experience acting as a trusted advisor to internal and C-level customer executives
Expertise in governance, strategy, and execution across cross-functional teams
Track record of delivering scalable, repeatable success
Passion for driving customer success at an enterprise scale
Ability to work in complex, dynamic environments
Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving (e.g., 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

Responsibilities

Own and lead the customer’s post-sales transformation, aligning ServiceNow’s offerings to customer goals, and bringing relevant industry thought-leadership
Foster strong relationships with C-Level executives to deliver on business outcomes
Partner with Account Executives to create and execute integrated pre- and post-sales strategies, delivering long-term value for both the customer and ServiceNow
Leverage the right resources at the right time to ensure success
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
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
Build relationships with ServiceNow leaders and consistently incorporate customer feedback to drive continuous improvement
Align business transformation insights with organizational goals to ensure long-term success
Drive innovative solutions for 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
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

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementC-Level EngagementBusiness TransformationStrategic PlanningRisk MitigationRenewal ManagementThought LeadershipCross-Functional CollaborationSales Strategy

Questions & Answers

Common questions about this position

Is this position remote?

Yes, this is a remote position.

What is the salary or compensation for this role?

This information is not specified in the job description.

What key responsibilities does this role involve?

The role involves driving post-sales success by owning customer transformation, fostering C-level relationships, collaborating with Account Executives, mitigating risks, focusing on KPIs like adoption and renewals, and setting success metrics.

What is the company culture like at ServiceNow?

ServiceNow fosters a culture of innovation, agility, calculated risk-taking, continuous learning, and making the world work better for everyone through AI-enhanced technology.

What makes a strong candidate for this Principal Customer Success Executive role?

Strong candidates will have experience acting as a trusted advisor to C-level executives, driving business transformation, leading post-sales strategies, mitigating risks, and achieving KPIs like renewals and expansion in strategic accounts.

ServiceNow

Cloud-based platform for digital workflows

About ServiceNow

ServiceNow offers a cloud-based platform that helps businesses automate and manage their operations, improving efficiency and enhancing customer and employee experiences. The Now Platform includes applications for IT operations, customer service, human resources, and security operations, all accessible over the internet. Targeting large enterprises across various industries, ServiceNow operates on a software-as-a-service (SaaS) model, generating revenue through subscription fees and professional services. The company's goal is to streamline business processes and drive digital transformation for its clients.

Santa Clara, CaliforniaHeadquarters

2004Year Founded

$81.5MTotal Funding

IPOCompany Stage

Consulting, Consumer Software, Enterprise SoftwareIndustries

10,001+Employees

Benefits

Generous family leave

Flexible PTO

Matched Donations

Retirement benefits

Annual learning stipends

Paid volunteer time

Risks

Competitors like Nvidia and Google Cloud may outpace ServiceNow in AI advancements.

Over-reliance on AWS infrastructure could pose risks if AWS changes its strategy.

The departure of Era Software's co-founder may lead to strategic shifts within ServiceNow.

Differentiation

ServiceNow's Now Platform offers comprehensive digital workflow solutions across multiple business functions.

The company focuses on large enterprises, providing tailored solutions for diverse industries.

ServiceNow's SaaS model ensures steady recurring revenue through subscription fees.

Upsides

ServiceNow's partnership with AWS enhances AI-powered workflows, driving enterprise innovation.

The integration with Crowe Cyber Economic Risk Analyzer boosts ServiceNow's cybersecurity capabilities.

ServiceNow's AI-driven campaign with Idris Elba increases brand visibility and engagement.

Land your dream remote job 3x faster with AI

Try Jobo Free