Principal Customer Success Executive - Enterprise

Company Description
It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone-freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow- helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.
Join us to put AI to work for people.
Job Description
This role is ideal for a Principal-level leader who thrives at the intersection of strategy, technology, and executive engagement-someone who can shape transformation at the highest level, influence C-suite stakeholders, and drive meaningful, measurable outcomes for enterprise customers.
As a trusted advisor to senior executives, you will lead complex, multi-year transformation programmes, aligning technology strategy to business priorities. You will operate as a strategic partner to the customer's leadership team, influencing direction, accelerating value, and ensuring sustained impact across their organisation.
What You Get to Do in This Role
Lead Enterprise Digital Transformation
Own and drive the end-to-end transformation strategy for your customers, aligning ServiceNow's platform to enterprise-wide business objectives. Shape multi-year roadmaps that deliver measurable outcomes, from initial strategy through to adoption and value realisation.
Engage and Influence at C-Level
Build trusted relationships with C-suite and senior executives, acting as a strategic advisor on business transformation. Lead executive conversations that shape priorities, unlock investment, and drive alignment across business and technology stakeholders.
Orchestrate Value Across the Customer Lifecycle
Partner with Sales, Customer Success, and Product to create a seamless, integrated strategy across pre- and post-sales, ensuring continuity from deal strategy through to long-term success, consumption, and renewal.
Drive Business Outcomes and Commercial Impact
Own the linkage between technology delivery and business value, including adoption, consumption, ROI, retention, and expansion. Position ServiceNow as a critical enabler of the customer's strategic objectives.
Lead Through Complexity and Scale
Oversee complex, multi-stream transformation programmes, establishing governance, operating models, and executive-level reporting to ensure successful delivery and risk mitigation at scale.
Shape Strategic Direction and Innovation
Bring industry insight and thought leadership to customers, advising on innovation, AI adoption, and operating model evolution. Continuously identify opportunities to accelerate value and drive competitive advantage.
Elevate the Customer Success Function
Act as a senior leader within the ecosystem, influencing internal stakeholders and shaping how ServiceNow delivers value to its most strategic accounts.
Qualifications
Ideal Candidate
We are seeking a senior strategic leader with a proven track record of advising at the C-suite level and leading large-scale digital transformation programmes within complex enterprise environments.
Key Requirements

• Executive Leadership & C-Level Engagement
  Proven ability to engage, influence, and build trusted relationships with C-suite stakeholders, shaping enterprise strategy and driving alignment at the highest levels.
• Digital Transformation Strategy Expertise
  Extensive experience defining and delivering enterprise-wide transformation strategies within SaaS or technology-led environments, with clear linkage to business outcomes.
• Enterprise SaaS / Platform Experience
  Strong background in SaaS, cloud, or platform-led transformations, with the ability to position technology as a driver of business value.
• Commercial & Outcome-Focused Mindset
  Demonstrated success linking transformation programmes to measurable outcomes such as adoption, ROI, retention, and growth.
• Leadership at Scale
  Experience operating in complex, global organisations, influencing across matrixed teams and multiple stakeholders.
• Strategic Account Leadership
  Proven ability to lead and grow high-value, strategic accounts, acting as a long-term partner to the customer.
• AI & Innovation Thought Leadership
  Experience leveraging AI and emerging technologies to drive innovation, improve decision-making, and enhance business outcomes.
• Consulting / Advisory Background
  Typically 15+ years in management consulting, enterprise technology, or strategic advisory roles, with experience in top-tier consulting or hyperscale technology firms.

Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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