Principal Customer Success Executive - Technology

Austin, Texas, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Information Technology & ServicesIndustries

Requirements

Candidates should possess a Bachelor’s degree, with a Master’s degree preferred, and a minimum of 12 years of experience in management consulting or a leadership role at a top-tier consulting firm, solution consulting, or a similar position focused on technology-enabled business transformations. Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving is required, including utilizing AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact.

Responsibilities

The Principal Customer Success Executive will be accountable for the strategic leadership and execution of post-sales activities within ServiceNow’s most valuable accounts, driving customer success, ensuring predictable renewals, and maximizing the impact of ServiceNow across their business transformation initiatives. They will partner with C-level executives, guide seamless delivery of business transformation, foster collaboration with ServiceNow’s teams and strategic partners, proactively identify potential risks to success, develop strategies to overcome them, and guide and inspire the Customer Success team to meet critical operational KPIs—adoption, technical health, renewals, customer satisfaction, and expansion. This role also involves establishing clear, measurable success metrics with the customer, regularly reviewing progress, refining business transformation plans, advocating for innovation and continuous learning, and setting success metrics and milestones.

Skills

Customer Success

Account Management

Business Transformation

Strategic Partnership

C-Level Engagement

Risk Mitigation

Industry Thought Leadership

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.

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