Principal Customer Success Executive-Financial Services-ServiceNow

ServiceNow provides an AI-enhanced cloud platform that connects people, systems, and processes to help organizations work better. The Principal Customer Success Executive owns post-sale relationships with strategically important financial services customers, advising C-suite stakeholders, driving platform adoption and transformation, mitigating risks, and supporting retention, renewal, and expansion.

Responsibilities:

• Lead high-complexity transformations in our largest and most strategic customers, ensuring all ServiceNow Customer Excellence roles align and deliver in accordance with governance frameworks, customer objectives, and organizational priorities; ultimately chaperoning Impact value management and demonstrating strategic oversight
• Proactively identify professional services pipeline opportunities through product capabilities road mapping, value blueprints and adoption analysis, providing pre-sales support for funnel opportunities as requested
• Partner with Impact team members (e.g., Customer Success Managers) leveraging the joint visibility of customer insights to create executive-ready narratives
• Work with senior executives to shape and influence customer organizational strategy by identifying emerging trends, refining best practices, and aligning delivery approaches with evolving market demands, and providing industry-specific thought leadership
• Drive operational consistency and excellence by standardizing delivery methodologies and ensuring adherence to governance and quality standards, interfacing with Delivery as required
• Establish relationships with ServiceNow leaders, advocating for product evolution based on customer insights, and mentoring other Customer Success resources on transformation best practices
• Identify areas of risk and take steps to prevent customer or revenue churn
• Work closely with Sales Teams to define and execute product adoption and customer retention plans
• Provide prescriptive guidance on internal project/program governance and help the customer create the appropriate governance models and ensure adherence
• Help the customer identify incidents where contractual SLAs were missed and take necessary action
• Improve overall customer satisfaction, as well as the satisfaction of their internal customers

Requirements:

• 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
• Significant experience collaborating with senior IT and business leaders, with a track record of successfully translating corporate strategy/objectives with the applied use of ServiceNow technology in the context of the client's environment
• 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:
  1. IT Strategy and Planning
  2. IT Operations and Management
  3. Human Resources
  4. Security Operations
  5. Customer Service Management
  6. IT Processes
  7. IT Governance
  8. IT Portfolio, Program and Project Management
  9. IT Project Delivery (SDLC)
• Experience with project problem diagnosis, solution development, client communications, facilitation of decision making, documentation, managing client expectations, and team leadership
• Independently leverages AI to optimize workflows, tailor customer solutions, and inform strategic decisions
• Articulates AI system design, ethical implications, and platform use cases clearly, guiding peers and stakeholders in responsible, value-driven AI adoption
• PMP preferred
• Experience in executive-level leadership roles, with a proven track record of influencing senior stakeholders and driving strategic outcomes, is strongly preferred