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

Waltham, Massachusetts, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Enterprise Software, Cloud Computing, AIIndustries

Requirements

Candidates should be consultative advisors capable of influencing executives and engaging deeply with technical teams. They must possess skills in APIs, integrations, middleware, and AI/automation technologies, with the ability to provide meaningful technical guidance. Experience in customer onboarding and adoption strategies, along with strong program-level influence to keep customers on track, is essential. The ideal candidate is a relationship builder who can translate technical complexity into clear business value for executives, and is proactive, organized, and comfortable guiding multiple enterprise accounts simultaneously.

Responsibilities

The Principal Customer Success Manager will serve as a strategic technical advisor and trusted partner for assigned CPQ accounts, owning the long-term post-sale success and relationship health. Responsibilities include guiding customers through onboarding, providing consultative guidance during deployments on architecture and integrations, and driving technical success by delivering expertise across APIs, data flows, and scaling strategies. They will also advise customers on leveraging AI and automation capabilities within CPQ, track adoption, identify opportunities for feature expansion, and mitigate risks. Additionally, the role involves partnering closely with Product Management and R&D teams to advocate for customer needs and influence the roadmap, as well as developing best practice frameworks and technical guides for the customer community.

Skills

CPQ

Customer Success Management

Strategic Advisory

Technical Depth

Relationship Management

AI Enablement

Sales Processes

Onboarding

Adoption

Expansion

Program Management

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.

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