ServiceNow

Principal Customer Success Manager

Join ServiceNow as a Principal Customer Success Manager in Staines, England. Leverage ServiceNow expertise to enhance C-level relationships and drive digital transformation for enterprise clients. 12+ years in consulting required. Flexible work options available.

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The Mothership
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Expert/Leadership
ServiceNow Role Type:
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Implementer
ServiceNow Modules:
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DevOps
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Governance, Risk, and Compliance
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Virtual Agent
ServiceNow Certifications (nice to have):

Job description

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Posted on:
 
March 17, 2025

We are seeking a Principal Customer Success Manager to develop C-level executive relationships and improve customer outcomes at large enterprise customers. The role involves developing executive relationships, understanding customer goals, executing winning co-delivery models, and establishing delivery operating model governance.

Requirements

  • 12+ years of progressive experience in a professional services organization or equivalent education/experience
  • Management consulting role at a top-tier consulting company or equivalent focused on technology (Digital/SaaS/Enterprise Software) enabled transformations
  • Experience at F100-1000 accounts
  • Understanding of issues and goals driving digital transformation across industry
  • Depth in digital transformation design, implementation, and management
  • Expertise in one industry, "minors" in one or two additional industries
  • IT, HR, ad GBS Transformation experience
  • Executive relationships with CIO, CFO, CHRO and business line leaders
  • Experience identifying goals and solving challenges
  • Experience serving as part of a client account leadership team
  • Experience expanding offerings with clients
  • Experience integrating with other account functions in developing account strategies and Customer Outcomes plans
  • Experience developing account partnering (co-delivery) relationships with large consultancies and technology implantation firms, Big 4, GSI's
  • 5+ years large program experience (multi-tracked, OCM)
  • Experience managing outcomes to a CxO position
  • Co-Delivery experience with Big 4, large SI's
  • Knowledge of ServiceNow- minimal, experience with multiple ServiceNow product suites

Benefits

  • Work Personas: flexible, remote, or required in office
  • Equal Opportunity Employer: ServiceNow is an equal opportunity employer
  • Accommodations: accessible and inclusive experience for all candidates
  • Export Control Regulations: ServiceNow may be required to obtain export control approval from government authorities

Requirements Summary

12+ years of experience, management consulting role, and expertise in digital transformation