Principal Product Success Manager

Team
Come join the Product Excellence team and work with a talented group of people on some of the most strategic platform capabilities at ServiceNow and in the industry. The AI Core Platform is the foundation for, and at the heart of, all ServiceNow products. Our platform capabilities ensure that ServiceNow is reliable, secure, scalable and upgradable while delivering a great user experience and measurable business outcomes.
This is a unique opportunity to serve as a leader in the definition and execution of product adoption and growth success motions for Process Mining and core platform capabilities 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 by helping them adopt Process Mining and the core capabilities of the AI Core Platform. 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: Senior Manager for App Engine, Vault and Process Mining.
In this role, you will:
Be the focal point of contact/coordination for customer programs and events with Product Excellence
Develop a deep understanding of customer use cases, process improvement goals, operational bottlenecks, and success outcomes across Process Mining and the AI Core Platform
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 ServiceNow 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 of new capabilities across Process Mining, Platform Analytics, Automated Test Framework, upgrades, Health Scan, Usage Analytics, CI/CD, source control and clone management
Act as the liaison between Product Management and our Customers with a focus on product and roadmap feedback
Collaborate with the customer’s implementation partner to achieve overall satisfaction with the solution and to create a trusted partnership between the customer, partner, account team, Product Management and Product Excellence.
5+ years of experience in architecting and delivering complex solutions on the ServiceNow Platform
3+ years of experience supporting Process Mining, process optimisation, value realisation, operational discovery, or process improvement programmes with enterprise customers
3+ years of experience in two or more ServiceNow core platform capabilities such as Automated Test Framework, upgrades, Health Scan, Usage Analytics, Platform Analytics, CI/CD, source control and clone management
2+ years of experience in two or more adjacent AI Core Platform capabilities or interfaces such as Predictive Intelligence, Virtual Agent, AI Agents, Mobile App Builder, UI Builder, Workspace or Portal
1+ year of experience with ServiceNow Performance Analytics or Platform Analytics configuration, administration, customer delivery, adoption tracking and outcome reporting
Experience translating Process Mining insights into adoption plays, measurable process improvement recommendations, and executive-ready value narratives
Experience with ServiceNow encryption capabilities is a plus
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 25-35% annually once applicable to do so
For positions in this location, we offer a base pay of $171,900 - $300,800, 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.

Skills
CI/CD, Product Management, Process Improvement, Customer Success

Employment type
Full-time

Work arrangement
Yes