Principal Customer Success Executive

**Company Description**
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
**Job Description** The 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.

As a trusted advisor, you’ll partner with C-level executives, guide seamless delivery of business transformation, and foster collaboration with ServiceNow’s teams and strategic partners.

**What You Get to Do in This Role**:

- ** Drive Post-Sales Success**: Own and lead the customer’s post-sales transformation, aligning ServiceNow’s offerings to customer goals, and bringing relevant industry thought-leadership to the table. Foster strong relationships with C-Level executives to deliver on business outcomes.
- ** Collaborate Strategically**: Partner with Account Executives to create and execute integrated pre
- and post-sales strategies, delivering long-term value for both the customer and ServiceNow. Leverage the right resources at the right time to ensure success.
- ** Mitigate Risks and Drive Value**: Proactively identify potential risks to success and work with the customer and internal teams to develop strategies to overcome them, ensuring a smooth path toward value realization.
- ** Focus on Key Performance Indicators (KPIs)**: Guide and inspire the Customer Success team to meet critical operational KPIs—adoption, technical health, renewals, customer satisfaction, and expansion. Work closely with customers to align their roadmap and drive new revenue opportunities.
- ** Foster Strategic Alignment**: Build relationships with ServiceNow leaders and consistently incorporate customer feedback to drive continuous improvement. Align business transformation insights with organizational goals to ensure long-term success.
- ** Advocate for Innovation and Continuous Learning**: As a strategic thought leader, drive innovative solutions for our customers, always looking for opportunities to help them achieve their long-term goals. Foster a culture of agility and calculated risk-taking within the team.
- ** Set Success Metrics and Milestones**: Establish clear, measurable success metrics with the customer, and regularly review progress. Refine business transformation plans as needed to ensure milestones are met and value is realized

**Key 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 a