[Remote] Principal Customer Success Manager – CPQ (Configure, Price, Quote) at ServiceNow

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.