Principal Product Success Manager

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

📋 Description

• Lead the formulation and implementation of strategies for product adoption and growth success within Process Mining and core platform capabilities.

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

• Gain an in-depth understanding of customer use cases, goals for process improvement, operational challenges, and success metrics.

• Build trusted advisor relationships with designated customers to enhance the ongoing value of products and services.

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

• Establish a robust network of referenceable customers and contacts within the assigned portfolio.

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

• Take ownership of customer satisfaction and retention for the assigned customer base.

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

• Identify and address risks that could hinder 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, concentrating on product feedback and roadmap insights.

• Partner with customer implementation teams to ensure solution satisfaction and foster trusted partnerships.

⛳️ Requirements

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

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

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

• More than 2 years of experience in two or more adjacent AI Core Platform capabilities or interfaces such as Predictive Intelligence, Virtual Agent, AI Agents, Mobile App Builder, UI Builder, Workspace, or Portal.

• At least 1 year of experience with ServiceNow Performance Analytics or Platform Analytics configuration, administration, customer delivery, adoption tracking, and outcome reporting.

• Proven experience in translating Process Mining insights into adoption strategies, measurable process improvement recommendations, and executive-ready value narratives.

• Familiarity with ServiceNow encryption capabilities is a plus.

• A strong passion for customer success and a persistent approach to driving long-term customer value.

• Highly data-driven, with a dedication to enhancing customer engagement towards achieving business outcomes and value realization.

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

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

🏝️ Benefits

• Equity (when applicable)

• 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