Principal Customer Success Manager

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