[Hiring] Principal Customer Success Manager @ServiceNow

Role Description

The Principal Customer Success Manager is responsible for the end-to-end success of a defined portfolio of enterprise customers. This role carries direct accountability for customer outcomes, including:

• Executive alignment
• Realized business value
• Platform adoption
• Renewal readiness
• Expansion identification

Operating with extreme ownership, this leader brings structure to complex environments, drives measurable results, and orchestrates internal resources without requiring direction. This is a leadership-caliber individual contributor role deployed against a limited number of accounts to enable deeper executive engagement and measurable customer outcomes.

Qualifications

• 12+ years managing complex enterprise customers within SaaS or platform organizations
• Demonstrated ownership of large, multi-threaded accounts with executive visibility
• Proven experience driving renewals, expansion, and long-term customer value
• Strong business and financial acumen with the ability to connect adoption to ROI
• Executive-level communication skills and presence
• Comfortable operating in ambiguous, high-stakes environments
• Track record of proactively identifying risk and driving resolution

• Nice to Have: Identity/Security Domain
• Experience supporting identity, security, governance, or other mission-critical enterprise platforms is beneficial but not required.
• Relevant exposure may include:
• Identity Governance & Administration
• Privileged Access Management
• Access certifications / User Access Reviews
• Compliance initiatives (SOX, ISO, NIST, SOC 2)
• Zero Trust programs
• Security transformation efforts

Requirements

• Own a portfolio of approximately 8-10 strategic enterprise customers
• Operate within a high-touch engagement model where depth of partnership is prioritized over volume
• Engage regularly with CIO, CISO, and senior technology leadership
• Directly influence renewal outcomes, expansion opportunities, and executive satisfaction
• Support customers operating in complex, highly integrated environments
• Identify material risk multiple quarters ahead of renewal cycles and drive coordinated mitigation

Benefits

• Base pay of $133,600 - $233,800, plus equity (when applicable), variable/incentive compensation and benefits
• Competitive On Target Earnings (OTE) incentive compensation structure
• Health plans, including flexible spending accounts
• 401(k) Plan with company match
• ESPP and matching donations
• Flexible time away plan and family leave programs