Principal Customer Success Executive, U.S. Federal

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

 

As a trusted C-Suite / senior executive level advisor on ServiceNow offerings, the Principal Customer Success Executive (PCSE) owns the post-sale customer relationship, aiming to increase customer satisfaction and drive retention through Impact delivery. Principal CSEs are experienced individuals who bring a consultative, problem-solving approach to partnering with senior customer stakeholders to derive value from our platforms. They demonstrate a strong understanding of customer’s industry and specific business strategies, driving alignment between these factors and what ServiceNow can offer to enable better business outcomes for their customers. This role drives business transformation by maximizing the long-term strategic value of ServiceNow and ensuring that every aspect of the customer’s platform and capability are ready for expansion.  

They provide strategic direction and mentorship to both customers and ServiceNow teams managing complex, multi-workstream programs. They play a pivotal role in resolving escalations and mitigating risks, ensuring adoption and usage is maintained at healthy levels. Principal CSEs focus on ensuring the customer recognizes the value of the ServiceNow Platform at all levels and stages, facilitating a smooth path to both renewal and up- and cross-sell.  

Overall, Principal CSEs are responsible for fostering the relationship with C-suite level stakeholders in a smaller number of strategically important Impact accounts, with the aim of increasing customer satisfaction and driving retention and upgrades, where applicable.  

 What You Get to Do in This Role: 

Lead high-complexity transformations in our largest and most strategic customers, ensuring all ServiceNow Customer Excellence roles align and deliver in accordance with governance frameworks, customer objectives, and organizational priorities; ultimately chaperoning Impact value management and demonstrating strategic oversight.  

Proactively identify professional services pipeline opportunities through product capabilities road mapping, value blueprints and adoption analysis, providing pre-sales support for funnel opportunities as requested.  

Partner with Impact team members (e.g., Customer Success Managers or other Customer Success Executives) leveraging the joint visibility of customer insights to create executive-ready narratives and platform value stories.  

Work with senior executives to shape and influence customer organizational strategy by identifying emerging trends, refining best practices, aligning delivery approaches with evolving market demands, and providing industry-specific thought leadership.  

Drive operational consistency and excellence by standardizing delivery methodologies and ensuring adherence to governance and quality standards, interfacing with Delivery as required. Advise on change management plans to support strong post-delivery adoption. 

Establish relationships with ServiceNow leaders, advocating for product evolution based on customer insights, and mentoring other Customer Success resources on transformation best practices.  

Identify areas of risk and take steps to prevent customer or revenue churn.  

Work closely with Sales Teams to define and execute product adoption and customer retention plans.  

Provide prescriptive guidance on internal project/program governance and help the customer create the appropriate governance models and ensure adherence.  

Help the customer identify incidents where contractual SLAs were missed and take necessary action.  

Improve overall customer satisfaction, as well as the satisfaction of their internal customers. 

To be successful in this role you have:

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.  

Significant experience collaborating with senior IT and business leaders, with a track record of successfully translating corporate strategy/objectives with the applied use of ServiceNow technology in the context of the client’s environment.  

PMP preferred; project management experience required.  

Minimum 15+ years in client-facing roles with a focus on account management, consulting, or transformation leadership throughout all phases. Experience in executive-level leadership roles, with a proven track record of influencing senior stakeholders and driving strategic outcomes, is strongly preferred.  

Experience supporting or working with U.S. Federal customers preferred