Principal Product Success Manager

Principal Product Success Manager

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.

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.

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

For positions in this location, we offer a base pay of $187,600 - $328,300, plus equity (when applicable), variable / incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.