Principal Customer Success Executive - Enterprise Industries

The Principal Customer Success Executive is responsible for providing strategic leadership and driving the execution of post-sales activities across our most valuable accounts within the Enterprise, Industries, and Commercial sectors. This position plays a crucial role in driving ServiceNow’s long-term value by accelerating customers’ journey to success, ensuring predictable renewals, and maximizing the impact of ServiceNow across their business transformation initiatives.

Requirements

• AI Integration & Thought Leadership: Experience leveraging AI to enhance work processes, decision-making, and problem-solving, including AI-powered automation, workflow optimization, and data-driven insights
• Enterprise SaaS Transformation & Strategic Advisory: Extensive experience leading large-scale digital transformations within SaaS or enterprise software environments.
• C-Level Presence & Relationship Management: Proven ability to engage, influence, and build lasting relationships with senior executives, including within some of the world’s largest enterprises.
• Leadership Expertise: A minimum of 15 years in management consulting, solution consulting, or a leadership role at a top-tier consulting firm, with a strong track record of exceeding business objectives.
• Strategic Account Management: Demonstrated success in leading high-impact customer success or consulting teams and managing complex, strategic accounts.
• Business Acumen & Problem-Solving: Ability to identify, analyze, and solve complex business challenges while aligning technology solutions with customer objectives.
• Cross-Functional Leadership: Strong experience working across multiple departments, driving alignment, and managing stakeholders in large, matrixed organizations.
• Adaptability & Change Management: Ability to navigate dynamic environments, adjusting strategies to meet evolving customer and business needs.
• Operational & Execution Excellence: Skilled at designing and implementing scalable, repeatable processes while maintaining a hands-on approach to drive successful execution.
• Collaboration & Communication: Exceptional ability to communicate complex ideas clearly, foster collaboration across teams, and influence stakeholders at all levels.
• Customer-Centric Mindset: Deep understanding of customer challenges, needs, and motivations, with a focus on delivering value-driven solutions and ensuring long-term success.

Benefits

• Equal Opportunity Employer
• We strive to create an accessible and inclusive experience for all candidates.
• Accommodations are available for qualified applicants with disabilities.
• Export Control Regulations
• All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.