Principal Customer Success Executive - Manufacturing Vertical

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Job Description

Job description

The Customer Success Executive—US Manufacturing is a senior individual contributor role within the Customer Excellence Group (CEG), responsible for driving customer outcomes, retention, and expansion across a portfolio of high-value US Manufacturing accounts. This role carries full accountability for the commercial health and strategic growth of assigned accounts—operating with the ownership mentality of a general manager at the account level.

This is not an account-monitoring role. We are looking for a commercially minded operator who has personally driven demonstrable YoY growth within a large portfolio, built trusted executive relationships, and executed cross-functional motions that convert platform adoption into measurable business outcomes. You will serve as the primary post-sales customer executive for your accounts—a strategic advisor to manufacturing CIOs and senior IT leaders—and partner closely with Sales, Delivery, Product, and peer CEG functions to ensure customers realize the full value of their ServiceNow investment and view us as a long-term digital transformation partner.

What you get to do in this role

• Own account-level commercial performance. Drive GRR, NRR, and renewal outcomes for your assigned accounts through proactive risk management, downsell prevention, and expansion motions.

• Engage at the executive level as a strategic advisor. Build and maintain trusted relationships with C-suite and senior IT stakeholders. Co-develop digital transformation strategies with customer executives, positioning ServiceNow as the strategic platform partner for their modernization and AI agendas. Bring relevant industry thought leadership and a consulting mindset to every engagement. Your executive presence and credibility at this level must be a proven strength, not an aspiration.

• Translate customer strategy into a ServiceNow roadmap. Take each customer’s enterprise priorities—modernization, cost-out mandates, AI ambitions—and map them to a phased ServiceNow roadmap that connects platform capabilities to measurable business outcomes. You bridge the gap between what the C-suite wants to achieve and how the platform gets them there.

• Run complex transformations in our largest accounts. Own governance, delivery excellence, and cross-functional orchestration across multiple business units and concurrent workstreams—defining governance models aligned to business and platform strategy and evolving them as engagements scale.

• Tell the story through data. Deliver compelling executive presentations—both internally and to customers—that articulate the value of ServiceNow through data-driven narratives. You are equally effective presenting a portfolio review to leadership and standing in front of a customer CIO making the case for platform expansion.

• Drive AI consumption and platform adoption. Own AI consumption as a strategic KPI within your accounts. Design and execute adoption journeys that convert license entitlements into measurable business outcomes, with a focus on emerging agentic capabilities.

• Set success metrics and drive value realization. Establish clear, measurable success metrics with each customer. Regularly review progress, proactively identify risks, and refine business transformation plans to

ensure milestones are met and value is realized. Work with internal teams and the customer to develop strategies that overcome barriers on the path to outcomes.

• Champion the voice of the customer. Synthesize industry-specific feedback, feature requests, and adoption blockers into structured input for Product Engineering and roadmap prioritization. Stay current on manufacturing industry trends, regulatory environments, and digital transformation priorities shaping your accounts.

• Operationalize customer health at scale. Define and manage operational KPIs for your portfolio—adoption, technical health, renewals, customer satisfaction, and expansion. Deliver regular reporting on customer health, adoption trends, downsell risk, and advocacy pipeline. Leverage AI-enabled tools and platforms to automate insights and drive proactive outreach.

Qualifications

The ideal candidate will have extensive experience leading large-scale digital business transformations, acting as a trusted advisor to both internal and C-level customer executives. You combine deep post-sales expertise with the executive presence to stand shoulder-to-shoulder with manufacturing CIOs and a bias toward action that turns customer outcomes into revenue outcomes. You will be an expert in governance, strategy, value alignment, and execution across cross-functional teams, with a track record of delivering scalable, repeatable success. Your passion for driving customer success at an enterprise scale and your ability to work in complex, dynamic environments will be key to your success in this role.

To be successful in this role, you will need

• AI driven. Experience leveraging or critically evaluating 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.

• Educational background. BA/BS or equivalent required; MBA or advanced degree preferred.

• Experience. 10–15 years of experience in management consulting, enterprise SaaS, senior customer success, or technology-enabled business transformation roles.

• Strategic account ownership. Demonstrated experience operating as the primary post-sales customer success executive—owning the commercial outcomes, adoption trajectory, and renewal health. You drive long-term commercial strategy with a deep understanding of how to grow and protect strategic relationships.

• Transformational leadership expertise. Demonstrated success in running large-scale, strategic account transformations and exceeding business objectives. Proven ability to build repeatable processes for scalable execution while maintaining a hands-on approach to ensure critical tasks are completed.

• Business acumen. Exceptional commercial instincts. You think in portfolio economics, understand the interplay between adoption, consumption, and revenue, and can translate customer outcomes into business impact narratives that resonate with Finance, Sales leadership, and executive sponsors.

• Executive presence and C-suite engagement. Proven ability to engage at the C-suite level—both with customers and internally. Direct experience partnering with CIOs and senior IT executives to co-develop digital transformation strategies. You bring gravitas, credibility, and the ability to influence without relying on positional authority.

• Data storytelling. Ability to translate complex adoption metrics, value realization, and portfolio performance into executive-level narratives that drive decisions.

• Cross-functional collaboration. Strong track record building productive relationships across Sales, Presales, Delivery, Product, and Enablement in matrixed, fast-paced environments. You lead through influence, not org-chart authority.

• Customer centricity and industry awareness. Deep understanding of how manufacturing enterprises operate, what drives their priorities, and where friction lives. You instinctively orient around the customer’s outcomes—anticipating concerns, removing barriers to satisfaction, and ensuring every interaction reinforces ServiceNow’s position as a trusted partner. Familiarity with adjacent verticals (Energy, Transportation, Services) is a plus.

• Platform knowledge. Experience overseeing technical account health—adoption telemetry, integration health, platform upgrades, and solution expansion. Background with AI/ML platform products or driving AI adoption programs is a significant differentiator.

• Adaptability and travel. Ability to thrive in a high-velocity, high-accountability environment. Willingness to travel domestically to strategic customer sites as required.

Additional Information

Work Personas

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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 law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.  

Accommodations

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