Who you are

- 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

- PMP preferred; project management experience required

- ServiceNow experience is required
- Minimum 15+ years in client-facing roles with a focus on account management, consulting, or transformation leadership.

Experience in executive-level leadership roles, with a proven track record of influencing senior stakeholders and driving strategic outcomes, is strongly preferred

- 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

- 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

What the job involves

- As a trusted C-Suite / executive level advisor on ServiceNow offerings, the Principal Customer Success Executive (PCSE) owns the post-sale customer relationship,



aiming to increase customer satisfaction and drive retention through Impact delivery

- Principal CSEs are experienced individuals who bring a consultative, problem-solving approach to partnering with senior customer stakeholders to derive value from our platforms

- They demonstrate a strong understanding of customer’s industry and specific business strategies, driving alignment between these factors and what ServiceNow can offer to enable better business outcomes for their customers

- This role drives business transformation by maximizing the long-term strategic value of ServiceNow and ensuring that every aspect of the customer’s platform and capability are ready for expansion

- They provide strategic direction and mentorship to both customers and ServiceNow teams managing complex, multi-workstream programs

- They play a pivotal role in resolving escalations and mitigating risks, ensuring adoption and usage is maintained at healthy levels

- Principal CSEs focus on ensuring the customer recognizes the value of the ServiceNow Platform at all levels and stages, facilitating a smooth path to both renewal and up- and cross-sell

- Overall, Principal CSEs are responsible for fostering the relationship with C-suite level stakeholders in a smaller number of strategically important Impact accounts, with the aim of increasing customer satisfaction and driving retention and upgrades, where applicable

- 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 skilled 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

Benefits

- Generous family leave

- Matched donations

- Annual learning stipends

- Flexible PTO

- Competitive retirement plan

- Paid volunteer time

📌 Principal Customer Success Executive (Canada)
🏢 ServiceNow
📍 Canada