Principal Customer Success Executive

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Take ownership of the post-sale customer relationship to enhance satisfaction and promote retention through impactful delivery.

• Provide guidance to C-suite and senior executive stakeholders regarding ServiceNow solutions.

• Spearhead high-complexity transformations for the largest and most strategic clients.

• Align Customer Excellence roles with governance frameworks, customer goals, and organizational priorities.

• Drive the management of Impact value and exhibit strategic oversight.

• Identify opportunities in the professional services pipeline through product capability roadmapping, value blueprints, and adoption analysis.

• Offer pre-sales support for potential opportunities as needed.

• Collaborate with Customer Success Managers and other Customer Success Executives to craft executive-ready narratives and platform value stories.

• Shape customer organizational strategy by leveraging emerging trends, best practices, delivery methodologies, and industry thought leadership.

• Standardize delivery methodologies while ensuring governance and quality standards are upheld.

• Provide counsel on change management plans that support post-delivery adoption.

• Advocate for product development based on customer feedback and mentor Customer Success resources.

• Identify risks to mitigate customer or revenue churn.

• Collaborate with Sales Teams on strategies for product adoption and customer retention.

• Advise on project/program governance models and adherence to them.

• Identify any missed contractual SLAs and take appropriate actions.

• Enhance customer satisfaction and the satisfaction of internal customers.

⛳️ Requirements

• Experience in leveraging or critically considering the integration of AI into work processes, decision-making, or problem-solving.

• Significant experience collaborating with senior IT and business executives.

• Proven track record of translating corporate strategy/objectives into practical ServiceNow technology within the client's environment.

• PMP certification is preferred.

• Project management experience is essential.

• A minimum of 15+ years in client-facing roles centered on account management, consulting, or transformation leadership across all phases.

• Experience in executive-level leadership roles is highly preferred.

• Experience supporting or working with U.S. Federal clients is preferred.

• Demonstrated success in delivering consulting services in areas such as IT Strategy and Planning, IT Operations and Management, Human Resources, Security Operations, Customer Service Management, IT Processes, IT Governance, IT Portfolio, Program and Project Management, IT Project Delivery (SDLC), and adoption.

• Experience in project problem diagnosis, solution development, client communications, facilitating decision-making, documentation, managing client expectations, and team leadership.

• Ability to independently utilize AI to optimize workflows, customize customer solutions, and inform strategic choices.

• Capability to clearly articulate AI system design, ethical considerations, and platform use cases while guiding responsible, value-driven AI adoption.

🏝️ Benefits

• Equity (when applicable).

• Variable/incentive compensation.

• Health plans.

• Flexible spending accounts.

• 401(k) Plan with company match.

• Employee Stock Purchase Plan (ESPP).

• Matching donations.

• Flexible time away plan.

• Family leave programs.

• Flexible or remote work options.