[Remote] Principal Customer Success Executive Telco and Media

Note: The job is a remote job and is open to candidates in USA. ServiceNow is a global market leader in AI-enhanced technology, seeking a Principal Customer Success Executive for Telecom & Media. This senior role focuses on managing the post-sales lifecycle for strategic accounts, driving platform adoption, and ensuring customers realize measurable business value from the ServiceNow platform.ResponsibilitiesOwn and lead the customer's post-sales journey, aligning ServiceNow capabilities to documented business outcomes and multi-year transformation roadmapsBuild and sustain deep trust with C-suite and VP-level stakeholders across IT, Operations, HR, and Security — acting as the primary CEG executive relationship holder for your accountsBring Telecom & Media industry thought leadership into every engagement, connecting platform capabilities to the business pressures your customers face: network modernization, AI-driven customer experience, and workforce transformationPartner with customers to define and execute AI and platform adoption plans, ensuring licensed products — including Now Assist and AI Agents — are deployed, adopted, and delivering measurable outcomesIdentify and close adoption gaps proactively, developing get-well plans in collaboration with Expert Services, Product, and the Account team before they become renewal risksEstablish clear success metrics and milestones with each customer, conduct regular business reviews, and continuously refine transformation plans to keep value realization on trackProactively identify areas of risk — adoption, technical health, stakeholder alignment, contractual SLA performance — and develop mitigation strategies before risk escalatesLead renewal readiness planning in close partnership with Account Executives, ensuring renewal conversations are grounded in demonstrated outcomesHelp customers design and maintain appropriate program governance models across complex, multi-workstream implementations, holding all parties accountable to themIdentify expansion opportunities emerging from platform value realization and connect them back to the Account Executive and Solutions team to accelerate pipelineChampion customer feedback internally, advocating for product improvements, support escalations, and roadmap alignment that strengthens long-term partnershipSkills10+ years in enterprise technology, management consulting, or a senior client-facing role focused on technology-enabled business transformation in Digital, SaaS, or Enterprise SoftwareDemonstrated ServiceNow platform experience — including product portfolio breadth, licensing model, and platform architecture — or deep expertise in an equivalent enterprise platform with a clear ability to develop ServiceNow fluency rapidlyPre- and post-sales experience, ability to operate credibly across the full customer lifecycle to drive adoption, renewal, and expansionExecutive presence: ability to hold a C-level conversation, present complex platform strategy, and translate technical outcomes into business language without losing credibility in either directionComplex problem-solving: ability to diagnose multi-layered customer health challenges spanning technology, people, and process — and design structured, actionable resolution pathsTrusted advisor mindset: you prioritize the customer's long-term outcomes over short-term satisfaction and have the conviction to deliver difficult messages constructivelyCross-functional orchestration: experienced at influencing without authority across sales, services, product, and partner teams in fast-moving environmentsExcellent communicator: clear, direct, and concise in both executive presentations and internal coordination — written and verbalDomain expertise — at least two required: IT Strategy, Planning, and Governance; IT Service Management (ITSM) and IT Operations Management (ITOM); Security Operations and Risk Management; Customer Service Management (CSM) or Field Service Management (FSM); Human Resources Service Delivery (HRSD); IT Portfolio, Program, and Project Management; AI and automation adoption in enterprise workflow contextsAI fluency: Experience integrating AI into work processes, decision-making, or customer engagement — through AI-powered tools, automated workflows, or AI-driven analyticsPMP certification or equivalent project management methodology experienceBachelor's degree required; master's degree preferredCompany OverviewServiceNow is an AI platform that delivers IT operations, field service management and app engine solutions. It was founded in 2004, and is headquartered in Santa Clara, California, USA, with a workforce of 10001+ employees. Its website is H1B SponsorshipServiceNow has a track record of offering H1B sponsorships, with 141 in 2026, 910 in 2025, 876 in 2024, 807 in 2023, 840 in 2022, 447 in 2021, 439 in 2020. Please note that this does not guarantee sponsorship for this specific role.   Apply To this Job

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