ServiceNow
Tech / AI / Software
PrincipalCustomerSuccessExecutive
“Principal Customer Success Executive at ServiceNow. Skills: Customer Success, Executive Advisory, Relationship Management, Value Delivery, Business Transformation, Strategic Planning, Risk Mitigation, Adoption and Usage Management, Renewal and Upsell Facilitation. Owns the post-sale customer relationship. Increase customer satisfaction and drive retention through Impact delivery”
What You'll Achieve.
Increase customer satisfaction; Drive retention; Drive renewal and up- and cross-sell; Improve overall customer satisfaction
Industry & Context.
problem-solving approach; project problem diagnosis; solution development
CANADIAN CITIZENSHIP OR PERMANENT RESIDENCE, CANADIAN GOVERNMENT SECURITY CLEARANCE
What They're Looking For.
Must Have
PMP project management experience required, Minimum 15+ years in client-facing roles with a focus on account management, consulting, or transformation leadership, Experience in any of the following critical subject areas, with a demonstrated history delivering consulting services: IT Strategy and Planning IT Operations and Management Human Resources Security Operations Customer Service Management IT Processes IT Governance IT Portfolio, Program and Project Management IT Project Delivery (SDLC), Experience with project problem diagnosis, solution development, client communications, facilitation of decision making, documentation, managing client expectations, and team leadership, CANDIDATE MUST RESIDE IN CANADA AND HAVE CANADIAN CITIZENSHIP OR PERMANENT RESIDENCE, CANDIDATE MUST BE ABLE TO GO THROUGH CANADIAN GOVERNMENT SECURITY CLEARANCE
Nice to Have
Experience in executive-level leadership roles, with a proven track record of influencing senior stakeholders and driving strategic outcomes, is strongly preferred, PREFERENCE WILL BE GIVEN TO BI-LINGUAL CANDIDATES ( ENGLISH-FRENCH)
What You'll Do.
Owns the post-sale customer relationship
Increase customer satisfaction and drive retention through Impact delivery
Partner with senior customer stakeholders to derive value from our platforms
Drive alignment between customer's industry/business strategies and ServiceNow offerings
Maximize the long-term strategic value of ServiceNow
Ensure customer's platform and capability are ready for expansion
Provide strategic direction and mentorship to customers and ServiceNow teams
multi-workstream programs
Resolve escalations and mitigate risks
Ensure adoption and usage is maintained at healthy levels
Ensure the customer recognizes the value of the ServiceNow Platform
Facilitate a smooth path to renewal and up- and cross-sell
Foster relationships with C-suite level stakeholders
Lead high-complexity transformations in strategic customers
Ensure all ServiceNow Customer Excellence roles align and deliver
Chaperon Impact value management and demonstrate strategic oversight
Identify professional services pipeline opportunities
Provide pre-sales support for funnel opportunities
Shape and influence customer organizational strategy
Drive operational consistency and excellence
Standardize delivery methodologies
Advocate for product evolution based on customer insights
Identify areas of risk and take steps to prevent customer or revenue churn
Define and execute product adoption and customer retention plans
Provide prescriptive guidance on internal project/program governance
Help the customer create appropriate governance models and ensure adherence
Help the customer identify incidents where contractual SLAs were missed and take necessary action
Improve overall customer satisfaction
How You'll Work.
Team & Collaboration
Partner with Impact team members (e.g., Customer Success Managers) leveraging joint visibility of customer insights to create executive-ready narratives; Establish relationships with ServiceNow leaders; Work closely with Sales Teams
Communication Scope
client communications; Articulates AI system design, ethical implications, and platform use cases clearly
Process & Methodology
PMP project management experience, project problem diagnosis, solution development, client communications, facilitation of decision making, documentation, managing client expectations, team leadership, internal project/program governance, customer governance models
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