Principal Customer Success Manager (Federal)

Quick Facts

• Role: Principal Customer Success Manager (Federal)

• Focus: Drive customer adoption and measurable outcomes for a portfolio

Description

Own and drive engagement and outcomes for federal customers using prescriptive guidance to increase adoption and value from ServiceNow products. Ensure customers are technically healthy and on the most recent product versions, guide Success Play development, and create use cases and success stories. Lead projects to reduce escalations, mentor team members, and coordinate cross-team support to resolve customer issues.

Responsibilities

• Oversee engagement and outcomes for a customer portfolio

• Assign activities to team members to achieve customer outcomes

• Ensure technical health and current product versions

• Guide development of Success Plays

• Work with customers to create new use cases and success stories

• Ensure customers maximize value from their ServiceNow investment and licenses

• Guide other ServiceNow teams to address customer issues

• Identify and own new projects

• Reduce the number of escalated customers

• Mentor/guide junior team members and support best practices

Requirements

• 10+ years of related work experience (or equivalent)

• Experience leveraging or critically thinking about integrating AI into work processes, decision-making, or problem-solving

• Creativity running independent projects

• Ability to improve complex issues through analysis and resolution

• Ability to work collaboratively

• Mentoring experience

• ServiceNow certification: FD21

Benefits

• Flexible/remote work persona options (as applicable)