Principal Customer Success Manager, ServiceNow
Configure, Price, Quote
$131.3-229.8k
Offers ESPP
More information about location
Cloud-based digital workflows for enterprises
Be an early applicant
Cloud-based digital workflows for enterprises
1001+ employees
Be an early applicant
$131.3-229.8k
Offers ESPP
More information about location
1001+ employees
Company mission
To transform IT to revolutionise the enterprise.
Role
Who you are
- A consultative advisor who can influence executives while engaging deeply with technical teams
- Skilled in APIs, integrations, middleware, and AI/automation technologies, with the ability to provide meaningful technical guidance
- Experienced in customer onboarding and adoption strategies, with strong program-level influence to keep customers on track
- A relationship builder who translates technical complexity into clear business value for executives
- Proactive, organized, and comfortable guiding multiple enterprise accounts simultaneously
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry
- 12+ years in technical customer success, technical account management, or solution advisory roles with enterprise SaaS products (CPQ, CRM, eCommerce preferred)
- Proven ability to influence and guide executive sponsors and technical stakeholders
- Technical expertise with APIs, integrations, SaaS architectures, and AI/automation capabilities
- Experience supporting onboarding and enterprise-scale SaaS implementations, ensuring alignment with best practices and business goals
- Ability to learn and consult on ServiceNow CPQ architecture, AI enablement, and technical best practices
What the job involves
- At ServiceNow, we build software that transforms how our customers work
- Our CPQ solutions help enterprises streamline complex sales processes, and we’re looking for a Senior Customer Success Manager (CSM) to ensure customers realize their full value
- This role blends strategic advisory, technical depth, and relationship management—helping customers align CPQ deployments to business objectives while partnering closely with Product and R&D to influence the roadmap
- As a Senior CSM, you will own the long-term, entire post-sale success of a portfolio of CPQ customers
- You’ll act as a trusted advisor to executives and technical stakeholders alike, guiding customers through onboarding, adoption, AI enablement, and expansion
- You will partner with Solution Integration Partners and internal Expert Services teams to provide program-level oversight and advisory support, ensuring deployments align with best practices and drive measurable ROI
- Own the Customer Relationship: Serve as the strategic technical advisor and trusted partner for assigned CPQ accounts, accountable for overall relationship health and long-term value realization
- Guide Customer Onboarding: Provide program-level guidance during onboarding, ensuring implementation partners and customer teams are aligned, expectations are managed, and best practices are embedded from day one
- Advise Through Implementations: Support customers during deployments with consultative guidance on architecture, integrations, governance, and change management, helping them avoid pitfalls while delivery teams execute
- Drive Technical Success: Deliver technical expertise across APIs, data flows, integrations, and scaling strategies, empowering customers to optimize their use of CPQ
- Enable Customers with AI: Advise customers on how to leverage ServiceNow’s AI and automation capabilities within CPQ and across their workflows, driving innovation, efficiency, and measurable business outcomes
- Ensure Adoption & ROI: Track usage, identify opportunities for feature expansion (including AI features), and provide actionable recommendations to demonstrate
- Measurable business value
- Identify & Mitigate Risks: Anticipate program and technical risks, proactively advise on mitigation strategies, and support customers in navigating complexity
- Partner with Product & R&D: Collaborate closely with ServiceNow Product Management and R&D teams, advocating for customer needs, surfacing enhancement requests, and influencing roadmap priorities—particularly around AI-driven innovations
- Enable & Educate: Develop best practice frameworks, technical guides, and success playbooks that scale across the CPQ customer community
Our take
ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations, transforming old, manual ways of working into modern digital workflows. The company was founded in 2004 with a vision to build a cloud-based platform that would enable regular people to route work effectively through the enterprise.
Much as Salesforce enables a company to manage its external clients by keeping a record of all contacts and interactions, ServiceNow promises an internal system to meet the needs of employees. It has succeeded in claiming half the market, setting itself apart from legacy IT service-management software players like BMC Software, Hewlett Packard Enterprise, Cherwell Software and CA Technologies.
The company's success comes from two product traits: simplicity and customisability. ServiceNow's IT tools don't require the IT department to set them up. Once running, they offer a single collection centre for requests, data points and checklists, all of which can in turn be analysed by algorithms to predict needs, flag concerns and measure efficiency.
The company has more than 7500 customers, including 80% of the Fortune 500 list of the United States' largest corporations. ServiceNow now looks to increase its revenue threefold in upcoming years and has entered into a 5-year partnership plan with Visa, beginning with the launch of a Visa-integrated dispute resolution solution for issuers. The company is prioritising organic growth over mergers and acquisitions, with a target revenue of $15 billion, something which its Visa partnership will no doubt aid in achieving.
Freddie
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2012
$11m
GROWTH EQUITY VC
Feb 2012
$17.9m
GROWTH EQUITY VC
Total funding: $83.8m
Company benefits
- Commuter benefits
- Annual learning stipends
- Work from home opportunities
- Generous family leave
- Matched donations
- Flexible PTO
- 401(k) matching
- Paid volunteer time
Company HQ
Santa Clara, CA
Leadership
Fred Luddy
(Chairman Of The Board)Previously Software Developer at Amdahl Corporation for 4 years and CTO at Peregrine Systems for 13 years.
Salary benchmarks
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