Principal Customer Success Manager – CPQ (Configure, Price, Quote)

Chicago, Illinois, United States

Apply with AI Apply

Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Enterprise Software, Cloud Computing, AIIndustries

Requirements

The ideal candidate is a consultative advisor skilled in APIs, integrations, middleware, and AI/automation technologies, capable of providing meaningful technical guidance. They should have experience in customer onboarding and adoption strategies, with strong program-level influence to keep customers on track. The role requires a relationship builder who can translate technical complexity into clear business value for executives, and who is proactive, organized, and comfortable guiding multiple enterprise accounts simultaneously. Experience in CPQ (Configure, Price, Quote) solutions and enterprise software is also necessary.

Responsibilities

The Principal Customer Success Manager will own the long-term success of a portfolio of CPQ customers, acting as a strategic technical advisor and trusted partner to executives and technical stakeholders. Responsibilities include guiding customers through onboarding, adoption, and AI enablement, partnering with solution integration partners and internal teams to provide program-level oversight, and ensuring deployments align with best practices and drive measurable ROI. The role involves driving technical success through expertise in APIs, data flows, integrations, and scaling strategies, enabling customers with AI and automation capabilities within CPQ, and tracking usage to identify opportunities for feature expansion and demonstrate business value. Additionally, the Principal CSM will anticipate and mitigate program and technical risks, collaborate with Product Management and R&D to advocate for customer needs and influence the roadmap, and develop best practice frameworks and technical guides to scale across the customer community.

Skills

CPQ

Customer Success Management

Strategic Advisory

Technical Depth

Relationship Management

AI Enablement

Sales Processes

Cloud Platform

ROI

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