Principal Product Success Manager

Quick Facts

• Lead strategic HR Service Delivery (HRSD) customer adoption and complex global customer engagements
• Drive AI-powered innovation, time-to-value, roadmap influence, escalations, and renewal risk mitigation

Description

Serve as a highest-tier HRSD product expert, leading strategic HRSD customers in adopting new innovation while ensuring value realization. Partner with product teams to amplify the customer voice, influence roadmap decisions, and deliver measurable outcomes, with a strong focus on accelerating AI-powered capabilities. Own customer programs, monitor customer health, and lead pilots for new releases.

Responsibilities

• Lead strategic HRSD adoption customer engagements for complex, high-impact global situations
• Develop and execute innovative implementation strategies to reduce time-to-value for CBS and HRSD suites
• Act as the primary escalation point for critical customer issues not resolved by Support, Expert Services, or Impact teams
• Partner with ServiceNow Product Management and R&D to provide field insights and influence the HRSD roadmap
• Drive HRSD evangelism and ecosystem leadership through best practices and scalable solutions
• Plan and deliver at-risk account recovery strategies to support retention
• Mitigate renewal risk using Product Excellence tooling and AI-driven insights; coordinate targeted interventions and enablement plans
• Lead early adoption/pilot efforts for new CBW and HRSD product releases (Vanguards)
• Ideate and shape AI-led strategies aligned to the product roadmap and time-to-value goals

Requirements

• 5+ years of work experience
• 3+ years on the ServiceNow platform in a technical or techno-functional customer-facing role delivering HRSD implementations for large organizations
• Experience integrating AI into work processes, decision-making, or problem-solving (including AI tools, automation, or analyzing AI-driven insights)
• ServiceNow Certified System Administrator; other implementation certifications (e.g., CTA) desired
• Strong ServiceNow technical knowledge and ability to resolve issues while understanding HR process nuances and HR KPIs
• Experience shaping strategic multi–business-unit programs to influence roadmap and adoption
• Proven ability to lead complex, large-scale HRSD initiatives in global enterprise environments
• Deep HR industry expertise and active presence
• Excellent communication and interpersonal skills; ability to explain technical concepts to non-technical audiences
• Strong analytical and problem-solving skills; ability to work independently and in a team
• Familiarity with Agile methodologies and experience working in Agile environments
• Cross-functional experience with product, process owners, engineers, sales, and marketing
• Customer-focused mindset and track record driving business growth and customer satisfaction

Benefits

• Base pay range: $149,800–$200,200 plus equity (when applicable)
• Variable/incentive compensation; Sales roles use an OTE structure
• Health plans, flexible spending accounts, 401(k) match, ESPP, matching donations
• Flexible time away and family leave programs