Principal Product Success Manager

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

📋 Description

• Lead the resolution of intricate, high-impact global HRSD customer challenges.

• Formulate and implement strategies that expedite time-to-value for CBS and HRSD suites.

• Facilitate the adoption of related ServiceNow Core Business Workflow products.

• Act as the main escalation contact for urgent customer issues that remain unresolved by Support, Expert Services, or Impact teams.

• Collaborate with Product Management and R&D to offer field insights and shape the HRSD product roadmap.

• Serve as a key advocate for HRSD best practices, scalable solutions, and interdepartmental cooperation.

• Create strategies to recover at-risk HRSD accounts and enhance retention rates.

• Utilize Product Excellence tooling and AI-driven insights to identify at-risk accounts.

• Coordinate targeted interventions, develop D&L mitigation strategies, and create customized enablement plans.

• Foster alignment among the Customer Excellence Group, Sales, and Product teams to ensure value realization and renewal success.

• Spearhead early adoption and pilot initiatives for new CBW and HRSD product launches.

• Conceptualize and refine AI-driven strategies in line with the product roadmap.

• Disseminate specialized knowledge to support and enhance the capabilities of the Customer Experience Group, Expert Services, and Partner organizations.

⛳️ Requirements

• Experience in leveraging or thoughtfully integrating AI into workflows, decision-making processes, or problem resolution.

• Over 5 years of professional experience with the ServiceNow platform.

• At least 3 years in a technical or techno-functional customer-facing position delivering ServiceNow HRSD product implementations for large enterprises.

• ServiceNow Certified System Administrator certification.

• Comprehensive knowledge of the ServiceNow platform, including troubleshooting technical issues and grasping HR operations processes and KPIs.

• Proven experience in shaping strategic programs that span multiple business units.

• Experience leading complex, large-scale HRSD projects within global enterprise settings.

• In-depth expertise and an active presence within the HR industry.

• Exceptional communication and interpersonal abilities.

• Strong analytical skills and problem-solving capabilities.

• Ability to thrive in a fast-paced, dynamic environment.

• Familiarity with Agile methodologies and experience working in an Agile setting.

• Capacity to operate both independently and collaboratively within a team.

• Experience collaborating with cross-functional teams including product managers, process owners, engineers, sales, and marketing.

• Customer-centric mindset and dedication to achieving high-quality outcomes.

• Demonstrated history of fostering business growth and enhancing customer satisfaction through innovative technological solutions.

🏝️ 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.