Principal Product Success Manager

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

📋 Description

• Lead the definition and implementation of strategies for product adoption and growth in Process Mining and core platform functionalities.

• Serve as the primary point of contact and coordination for customer programs and events in collaboration with Product Excellence.

• Acquire a comprehensive understanding of customer use cases, objectives for process improvement, operational challenges, and success metrics.

• Build trusted strategic advisory relationships with assigned clients, ensuring ongoing delivery of product and service value.

• Foster connections with key decision-makers and influencers among customers, partners, and internal ServiceNow teams.

• Create a robust network of referenceable clients and contacts within the designated portfolio.

• Collaborate with Sales to provide customer references for new opportunities as necessary.

• Take ownership of customer satisfaction and retention within the assigned accounts.

• Set critical goals and key performance indicators in partnership with customers and account teams, assisting customers in achieving these objectives throughout their lifecycle.

• Identify and address risks that may impact customer growth, satisfaction, or renewal.

• Promote the adoption of Process Mining, Platform Analytics, Automated Test Framework, upgrades, Health Scan, Usage Analytics, CI/CD, source control, and clone management.

• Act as a liaison between Product Management and customers concerning product feedback and roadmap discussions.

• Work alongside customer implementation partners to ensure solution satisfaction and foster trusted partnerships.

⛳️ Requirements

• A minimum of 5 years of experience in architecting and delivering complex solutions on the ServiceNow Platform.

• At least 3 years of experience in supporting Process Mining, process optimization, value realization, operational discovery, or process improvement initiatives with enterprise clients.

• A minimum of 3 years of experience in two or more of the ServiceNow core platform capabilities, such as Automated Test Framework, upgrades, Health Scan, Usage Analytics, Platform Analytics, CI/CD, source control, and clone management.

• At least 2 years of experience with two or more related AI Core Platform capabilities or interfaces, such as Predictive Intelligence, Virtual Agent, AI Agents, Mobile App Builder, UI Builder, Workspace, or Portal.

• A minimum of 1 year of experience in configuring, administering, delivering, and tracking adoption of ServiceNow Performance Analytics or Platform Analytics, including outcome reporting.

• Proven ability to translate Process Mining insights into adoption strategies, actionable process improvement recommendations, and executive-level value narratives.

• Familiarity with ServiceNow encryption capabilities is a plus.

• Passionate about customer success and dedicated to driving long-term customer value.

• Highly analytical with a commitment to enhancing customer engagement toward achieving business outcomes and value realization.

• Exceptional verbal and written communication skills, including the ability to lead sessions and host webinars.

• Willingness to travel up to 25-35% annually when applicable.

🏝️ 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