Principal Product Success Manager

Position: 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.

Team

Come join the Data & Analytics Product Excellence team and work with a talented group of people on some of the hottest products at Service Now and in the industry.  Connecting, Contextualizing, and Controlling data so that it is AI ready is key to success in todays enterprise.

This is a unique opportunity to serve as a leader in the definition and execution of product adoption and growth success motions within one of the fastest growing product lines at one of the largest and fastest growing enterprise SaaS companies in the world.  

Product Excellence Managers work directly with customers to enhance their overall experience with the product and make them successful and reference customers. They monitor customer health, deliver customer programs, and act as the liaison between customer and product teams.

Role

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: Director, Product Excellence.

In this role, you will:

+ Lead early adoption and pilot efforts (Vanguards) for new product releases, collaborating with product teams to validate use cases and drive successful outcomes.

+ Lead Strategic Customer Engagements:
Drive the resolution of complex, high-impact, and highly visible global customer situations, ensuring exceptional customer satisfaction and value realization.

+ At-Risk Account Recovery:
Develop and deliver internal and client-facing materials that support higher retention rates for accounts requiring remediation or strategic attention.

+ Ecosystem Enablement & Mentorship:
Mentor internal teams and partners by developing reusable enablement materials, configuration guides, best practice documentation, and implementation methodologies.

+ AI-Driven

Innovation: Help shape how data ready AI drives business outcomes and value for customer value.

+ Drive data and customer feedback driven product innovation with business unit colleagues and stakeholders.

+ Build a strong base of referenceable customers and contacts within your assigned portfolio

+ Advanced Escalation Management:
Serve as the primary escalation point for critical customer issues not resolved by Support, Expert Services (ES), or Impact teams.

+ Be a thought leader in your product area of responsibility, quickly learning new product and domain areas and turning those insights into actions through customer engagements and enablement materials.

To be success in this role you have:

+ 10+ years of experience in enterprise systems integrations

+ 10+ years of experience in architecting and delivering complex solutions on the Now Platform, at least two Certified Implementation Specialist certifications required

+ 5+ years of experience in implementing multiple Service Now integration methods (REST, Zero Copy, Integration Hub, Stream Connect, Robotic process automation, etc)

+ 5+ years of experience in Service Now platform performance tuning with a focus on database configurations and analysis.

+ 3+ year of experience in Service Now Performance 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.

+ Strong history of public speaking in person and virtually that drives deep engagement for both technical and non-technical audiences and experience levels.

+ Strong Service Now technical understanding, able to meaningfully contribute to ecosystem best practices.

+ Ability to quickly understand new products and business areas and set the new standards of how to incorporate them into the broader Service Now software ecosystem.

+ Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity

+ Must be able to travel up to 25-35% annually

** Work Personas*
* We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to Service Now employees depending on the nature of their work and their assigned work location. Learn more here () . To…