Principal Product Success Manager (HR Service Delivery)

Quick Facts

• Role: Principal Product Success Manager (HR Service Delivery)

Description

Own strategic adoption and value realization for HR Service Delivery (HRSD) customers while accelerating innovation, including AI-powered capabilities. Lead complex global customer engagements, act as the primary escalation point for critical issues, and influence the HRSD product roadmap with field insights. Drive retention and renewal success through proactive identification of at-risk accounts, tailored interventions, and early adoption/pilot leadership for new releases.

Responsibilities

• Lead strategic HRSD adoption customer engagements and resolve high-impact, visible global situations.
• Develop and execute implementation strategies to accelerate time-to-value for CBS and HRSD suites and support adoption of adjacent Core Business Workflow offerings.
• Serve 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 product roadmap.
• Advocate HRSD best practices and lead cross-functional ecosystem collaboration.
• Develop and deliver at-risk account recovery strategies to improve retention for HRSD accounts needing remediation or strategic attention.
• Mitigate renewal risk using Product Excellence tooling and AI-driven insights; coordinate targeted interventions, D&L mitigation strategies, and tailored enablement plans across Customer Excellence, Sales, and Product.
• Lead early adoption and pilot efforts (Vanguards) for new CBS and HRSD product releases; validate use cases and drive successful outcomes.
• Ideate and shape AI-led strategies aligned with the roadmap to reduce customer Time To Value.

Requirements

• 5+ years of work experience with the ServiceNow platform; minimum 3 years in a technical or techno-functional customer-facing role delivering HRSD implementations for large organizations.
• ServiceNow Certified System Administrator; other ServiceNow implementation certifications (e.g., CTA) desired.
• Strong ServiceNow platform knowledge to resolve technical issues and understand HR operations process nuances and KPIs.
• Experience integrating AI into work processes or critically evaluating AI for decision-making and problem-solving (including AI-powered tools and insights).
• Experience shaping strategic programs spanning multiple business units to influence roadmap and adoption strategy.
• Proven ability to lead complex, large-scale HRSD initiatives across global enterprise environments.
• Deep HR industry expertise with an active domain presence and relationships.
• Excellent communication skills, including the ability to explain technical concepts to non-technical audiences.
• Strong analytical and problem-solving skills; able to work independently and collaboratively.
• Ability to work effectively in a fast-paced, dynamic environment.
• Familiarity with Agile methodologies and experience working in Agile environments.
• Experience working with cross-functional teams (product, process owners, engineers, sales, marketing).
• Customer-focused mindset with a track record of driving business growth and customer satisfaction through innovative technology solutions.

Benefits

• Base pay of $149,800 - $230,200 plus equity (when applicable), variable/incentive compensation, and benefits.
• Health plans (including flexible spending accounts), 401(k) with company match, ESPP, and matching donations.
• Flexible time away plan and family leave programs.