Principal Product Success Manager Facilities Management

Product Excellence (PEx) is the highest-tier team of experts within the Customer Excellence Group (CEG). We are the first line of advisors for our newest products and we are the last line of defense to protect our customers.

This is a rare opportunity to lead the technical direction of two of the companys most business lines. You will serve as the most senior technical member of the PEx team architecting and deploying innovative solutions particularly agentic AI capabilities directly with our most strategic customers in Facilities Management and Core Business Services.

What Youll Do

As a principal technical expert in PEx you will partner directly with customers to analyze their business and use cases design solutions on the ServiceNow platform and supported products and facilitate their deployment into production. Youll spend the majority of your time in customer-facing work: discovery solutioning and deployment situations. You will set the solution architecture and deployment patterns that your peers across CEG reuse across adoption & retention efforts own the journey and business outcomes of the products you support and raise the whole groups technical capability.

You will play a critical role in driving adoption and innovation across our supported products with a focus on accelerating agentic AI adoption. You will partner closely with product teams to amplify the voice of the customer influence roadmap decisions and ensure our solutions deliver meaningful value. Youll lead customer programs monitor customer health to support value realization and drive renewals and advocacy.

Your work compounds: the patterns you establish are adopted across a growing team and customer base and your influence extends back into the product lines and CEG. Your impact is measured by the soundness of your judgment the patterns you establish and the outcomes your customers achieve. You will scale specialized knowledge across the Customer Excellence Group ensuring our entire team raises its capability alongside your work.

What You Get to Do in This Role

• Lead innovation and new product adoption. Champion early adoption and pilot efforts for our new product releases. Collaborate with product teams to validate use cases and drive successful outcomes particularly around AI-driven capabilities that reduce time-to-value
• Architect solutions on our products. Design solutions that address customer needs agentic AI workflows system integrations data architecture and guardrails that fit cleanly into existing customer landscapes and deliver real value
• Drive strategic adoption. Lead the resolution of complex high impact customer situations. Drive adoption of our products and support value realization across your customer base
• Manage escalations and at-risk accounts. Serve as the primary escalation point for critical customer issues. Proactively identify at-risk accounts through data and insights develop remediation strategies and drive alignment across account stakeholder teams to ensure renewal success
• Serve as trusted technical advisor. Be the senior engineering voice in customer conversations from technical working sessions to executive discussions clearly communicating whats possible tradeoffs involved and how to adopt solutions responsibly and safely
• Analyze customer use cases and scope solutions. Work directly with customer business and technical teams to understand their processes data and goals. Translate ambiguous problem statements into well-scoped use cases with clear success criteria and measurable outcomes
• Influence product strategy. Partner closely with Product Management and Engineering to feed field learnings back into the platform recurring use cases gaps technical friction so the platform improves for all customers. Advocate for roadmap priorities based on real customer impact
• Set technical strategy and standards for the group. Define the multi-engagement technical direction reference architectures and reusable deployment patterns that the CEG teams apply across customers so successful engagements scale rather than being rebuilt each time
• Lead the PEx group technically. Provide architectural direction review and mentorship across the groups engagements. Unblock the hardest technical problems and raise the overall standard of solutioning and delivery

A demonstrated track record of designing deploying and operating production software and AI solutions in customer-facing settings with clear evidence of leading complex engagements to successful business outcomes. As a Principal PEx Manager this person is a recognized technical authority who is highly autonomous: they set the multi-engagement technical strategy and architecture standards the CEG org follows drive their own agenda in alignment with org goals navigate organizational ambiguity confidently.

Qualifications :

• Facilities Management and Employee Workflows domain expertise is mandatory. (Facilities Management Health and Safety Core Business Services Finance Legal Contracts etc)
• Overall 7 years of work experience with ServiceNow platform a technical or techno-functional customer facing role delivering ServiceNow / Facilities Management / Employee Workflows product lines implementations
• ServiceNow Certified Master Architect Certified Technical Architect certifications are desired. Advanced degrees or relevant certifications are a plus but are not a substitute for demonstrated ability to ship reliable solutions with AI-native practices
• Customer-facing solution delivery. Extensive experience working directly with customers to analyze needs architect solutions and deploy them to production in a forward-deployed professional services solution architecture or comparable delivery or success role
• Agentic AI and applied ML. Hands on experience designing and operating autonomous agent systems: planning tool invocation memory context design and guardrails and a working command of the LLM behavior evaluation and failure modes needed to reason about and verify agentic solutions in production. This is not an AI research or foundation-model role
• Customer engagement and communication. Excellent communication and stakeholder skills able to run discovery and working sessions influence customer technical and executive audiences and clearly convey capabilities limitations tradeoffs and risk
• Experience in shaping strategic programs that span multiple business units leveraging deep platform and Workplace product expertise and customer insights to influence roadmap and adoption strategies
• Possesses deep-rooted expertise and an active presence in the Facilities and Employee workflows industries leveraging domain knowledge and industry relationships to shape product strategy and drive the success of focused solutions
• Experience working with cross-functional teams including product process owners engineers sales and marketing professionals
• 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 AIs potential impact on the function or industry

For positions in this location we offer a base pay of $190900 - $300100 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.

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation national origin age disability gender identity veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

From Fortune. 2026 Fortune Media IP Limited. All rights reserved. Used under license.

Remote Work :

No

Employment Type :

Full-time