Principal Customer Success Executive – Manufacturing Vertical

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

📋 Description

• Take charge of account-level commercial performance, encompassing GRR, NRR, renewals, downsell prevention, and growth opportunities.

• Foster trusted relationships with C-suite executives and senior IT personnel, acting as a strategic advisor for manufacturing clients.

• Collaborate on digital transformation strategies and position ServiceNow as a pivotal platform partner.

• Convert customer enterprise priorities into phased ServiceNow roadmaps linked to quantifiable business outcomes.

• Oversee governance, delivery excellence, and cross-functional coordination for intricate transformations within large accounts.

• Provide data-driven executive presentations and portfolio reviews to customers and internal leadership teams.

• Propel AI consumption and platform adoption, including journeys for emerging agentic capabilities.

• Establish success metrics, track progress, identify risks, and refine transformation strategies.

• Aggregate manufacturing-industry feedback, feature requests, and adoption barriers for Product Engineering and roadmap prioritization.

• Define and monitor operational KPIs related to adoption, technical health, renewals, customer satisfaction, and expansion.

• Report on customer health, adoption trends, downsell risks, and advocacy pipeline.

• Utilize AI-enabled tools and platforms to automate insights and facilitate proactive outreach.

⛳️ Requirements

• Experience with AI-driven integration or evaluation of AI in work processes, decision-making, or problem-solving.

• BA/BS or equivalent required; MBA or advanced degree preferred.

• 10–15 years of experience in management consulting, enterprise SaaS, senior customer success, or technology-enabled business transformation roles.

• Proven track record in managing strategic account commercial outcomes, adoption trajectories, and renewal health.

• Demonstrated success in executing large-scale strategic account transformations and surpassing business objectives.

• Exceptional commercial acumen and understanding of portfolio economics, adoption, consumption, and revenue.

• Proven experience engaging with C-suite executives, particularly CIOs and senior IT leaders.

• Ability to articulate adoption metrics, value realization, and portfolio performance in executive narratives.

• Strong cross-functional collaboration skills across Sales, Presales, Delivery, Product, and Enablement teams.

• In-depth knowledge of manufacturing enterprises and their industry priorities.

• Experience managing technical account health, adoption telemetry, integration health, platform upgrades, and solution expansions.

• Background with AI/ML platform products or AI adoption initiatives is a significant advantage.

• Capability to excel in a fast-paced, high-accountability environment.

• Willingness to travel domestically to strategic customer locations as necessary.

🏝️ Benefits

• Equity (when applicable)

• Variable/incentive compensation

• Health plans

• Flexible spending accounts

• 401(k) Plan with company match

• ESPP

• Matching donations

• Flexible time away plan

• Family leave programs