Shape customer success at scale in a role that bridges strategy, technology, and client outcomes. As a Principal Customer Success Executive, you’ll partner with senior IT and business leaders in financial services to maximize the value of ServiceNow’s platform. Your focus will be on governance, adoption, and satisfaction—ensuring clients achieve measurable results and sustained engagement.
What You’ll Do
- Proactively identify risks to customer health and implement corrective actions to protect retention and revenue
- Collaborate with sales and delivery teams to build and execute adoption strategies tailored to complex enterprise environments
- Advise on program governance frameworks, ensuring alignment between client processes and platform capabilities
- Monitor service-level agreements, escalate issues when necessary, and guide resolution efforts
- Enhance client satisfaction by improving internal stakeholder experiences and operational outcomes
What We’re Looking For
- At least 10 years in client-facing roles with a focus on account or relationship management
- Proven consulting experience in areas such as IT strategy, operations, security, HR, or service management
- Strong leadership in client communication, decision facilitation, and expectation management
- Experience applying AI tools or insights to improve workflows, analysis, or problem-solving
- Ability to connect corporate objectives with technical implementation using ServiceNow
- PMP certification is a plus
Technology & Environment
You’ll work with the ServiceNow platform, cloud-based systems, workflow automation, and AI-powered tools. The role follows a hybrid model, with flexible work personas that support remote, flexible, or office-based arrangements based on location and role needs. A trust-based, inclusive culture emphasizes innovation, collaboration, and global impact.
