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 — Service Now 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.

Your mission will be to ensure the success of our top customers. This role is extraordinarily collaborative, working not only with inbound and outbound product managers, but across Sales, Marketing, Customer Outcomes, and Alliance & Channels. This position reports to:
Product Excellence Manager, Creator workflows and Process mining

• Be the focal point of contact/coordination for customer programs and events with Product Excellence
• Develop a deep understanding on customer use cases and success outcomes
• Establish a trusted / strategic advisor relationship with each assigned customer and drive continued value of our products and services.
• Develop strong relationships with all key decision makers and influencers across your customers, partners and internal Service Now stakeholders
• Build a strong base of referenceable customers and contacts within your assigned portfolio
• Collaborate effectively with the Sales organization and help provide reference to new opportunities where necessary
• Primary ownership and accountability for ensuring customer satisfaction, and retention within the assigned customers.
• Work with customers and account teams to establish critical goals, or other key performance indicators and aid the customer in achieving their goals through their lifecycle.
• Uncover and mitigate any risk that threatens your Customers' growth, satisfaction, or renewal; conceive and execute risk mitigation strategies accordingly.
• Ensure ongoing adoption by the customers of the new capabilities being delivered within our products
• Act as the liaison between Product Management and our Customers with a focus on product and roadmap feedback
• Collaborate with customer's implementation partner to achieve overall satisfaction with the solution and to create a trusted partnership between customer, partner, and Customer Service Management BU.
• Strong affinity for Identity, Security and Privacy demonstrated by projects, certifications and/or continuing education
• Deep understanding of Service Now security concepts, tools and products demonstrated via practical application in operational environments
• 2+ years of experience in Vault and related products / implementations
• 5+ years of experience in architecting and delivering complex solutions on the Now Platform
• 3+ years of experience in two or more of the following Service Now core capabilities;
  Automated Test Framework, Upgrades, Health Scan, Usage Analytics, CI/CD and source control and clone management
• 2+ years of experience in two or more of the following Now Platform emerging interfaces;
  Predictive Intelligence, Virtual Agent and Mobile App Builder
• 1+ year of experience in Service Now Platform Analytics configuration, administration, and customer delivery
• Fanatical about customer success and tenacious at driving long‑term customer value
• Highly data‑driven with commitment to drive customer engagement towards business outcome and value realization
• Excellent verbal and written communication skills, including the ability to chair sessions and host webinars.
• Must be able to travel up to 25‑50% annually

For positions in this location, we offer a base pay of $168,900 - $295,600, 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…