Principal Product Success Manager

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
This is a unique opportunity to serve as a highest tier ITSM product expert and lead our strategic customers on the path of adopting our newest innovation while ensuring they are getting value from our products.
As a member of the ITSM Product Excellence team, you will work directly with customers to enhance their overall experience with our products and make them successful, happy customers that want to share their story with others. You will deliver customer programs and monitor customer health to ensure value realization and successful renewals. You will also act as a liaison between the customer excellence and product teams enabling customer facing teams on new products while channeling impactful voice of customer to our product teams.
What you get to do in this role:

• Lead Strategic Customer Engagements: Drive the resolution of complex, high-impact, and highly visible global customer situations, ensuring exceptional customer satisfaction and value realization.
• Innovation & Time-to-Value Acceleration: Develop and execute innovative implementation strategies to reduce time-to-value for ITSM suite and support adoption of adjacent ServiceNow products.
• Advanced Escalation Management: Serve as the primary escalation point for critical customer issues not resolved by Support, Expert Services (ES), or Impact teams.
• Product Strategy & Influence: Partner closely with ServiceNow Product Management and R&D to provide field insights, influence the product roadmap, and contribute to ongoing innovation.
• ITSM Evangelism & Ecosystem Leadership: Act as a key stakeholder and chief evangelist within the ITSM ecosystem, advocating for best practices, scalable solutions, and cross-functional collaboration.
• At-Risk Account Recovery: Develop and deliver on strategies to support higher retention rates for accounts requiring remediation or strategic attention.
• Mitigate renewal risk: Mitigate renewal risk by proactively identifying at-risk accounts through Product Excellence tooling and AI-driven insights, coordinating targeted interventions, D&L mitigation strategies, and tailored enablement plans. Drive alignment across Customer Excellence Group, Sales, and Product teams to ensure value realization and renewal success.
• New Product Leadership: Lead early adoption and pilot efforts (Vanguards) for new product releases, collaborating with product teams to validate use cases and drive successful outcomes.
• AI-Driven Innovation: Ideate and shape AI-led strategies that align with product roadmap and help reduce customer Time To Value.

Qualifications
To be successful in this role, we need someone who has:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Overall 12+ years of work experience with a minimum of 7 years in a technical or techno-functional customer-facing role delivering ServiceNow ITSM implementations for large organizations.
• ServiceNow Certified System Administrator and other ServiceNow Certified Implementation Specialist certifications are desired
• Strong ServiceNow platform knowledge with the ability to roll up sleeves and resolve technical issues while also understand process nuances and KPIs that are critical for customer's IT operations.
• Proven track record of driving business growth and customer satisfaction through innovative technology solutions
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical audiences
• Strong analytical and problem-solving skills
• Ability to work effectively in a fast-paced, dynamic environment
• Familiarity with Agile methodologies and experience working in an Agile environment
• Strong problem-solving skills and ability to work independently or as part of a team
• Experience working with cross-functional teams, including process owners, engineers, sales, and marketing professionals
• Strong industry connections and network, with the ability to leverage relationships to drive business growth and partnerships
• Customer-focused mindset and commitment to delivering high-quality results
• Proven ability to lead complex, large-scale ITSM initiatives across global enterprise environments, driving alignment among diverse stakeholders and delivering measurable outcomes.
• Experience in shaping strategic programs that span multiple business units, leveraging deep platform expertise and customer insights to influence roadmap and adoption strategies.
• 20-30% of travel required

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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