[Remote] Principal Customer Success Executive- Federal at ServiceNow

The Principal Customer Success Executive will lead high-complexity transformations in strategic accounts, ensuring alignment of ServiceNow Customer Excellence roles with customer objectives and organizational priorities. They will identify professional services pipeline opportunities, provide pre-sales support, and partner with Impact team members to create executive-ready narratives. Responsibilities include shaping customer organizational strategy by identifying trends, refining best practices, and aligning delivery with market demands, while providing industry-specific thought leadership. The role involves driving operational consistency through standardized delivery methodologies and governance adherence. Establishing relationships with ServiceNow leaders, advocating for product evolution, and mentoring other Customer Success resources are key duties. Additionally, identifying and preventing customer or revenue churn, collaborating with Sales Teams on adoption and retention plans, and providing guidance on project/program governance are essential functions.