ServiceNow
Principal Customer Success Executive, U.S. Federal
$180K–$282K
Vienna, Virginia, United States · Remote · Principal · Full-time · Posted Oct 6, 2026
- Experience
- Minimum 15+ years in client-facing roles focused on account management, consulting, or transformation leadership throughout all phases.
About the job
Owns strategic post-sale relationships with U.S. federal customers, leading complex transformations and driving platform value, adoption, retention, and expansion.
What you'll do
- Lead complex customer transformations, aligning ServiceNow teams with customer goals and governance requirements.
- Advise senior executives on strategy, platform value, adoption, and governance; identify risks and prevent churn.
- Partner with Sales and Customer Success teams on adoption, retention, renewal, and growth plans.
What they ask for
- Project management experience.
- Significant experience collaborating with senior IT and business leaders and translating corporate strategy into the use of ServiceNow technology.
- Experience diagnosing project problems, developing solutions, communicating with clients, facilitating decisions, documenting, managing expectations, and leading teams.
- Experience integrating AI into workflows, decision-making, or problem-solving; independently using AI to optimize workflows and inform strategic decisions.
Nice to have
- PMP; experience in executive-level leadership and influencing senior stakeholders.
- Experience supporting or working with U.S. Federal customers.
Pay
$180,200 - $281,600 USD base salary
Tools
ServiceNow
AI focus
Use AI to optimize workflows, tailor customer solutions, and inform strategic decisions; explain AI system design, ethical implications, and platform use cases to guide responsible adoption.
Model-written summary · the original posting is authoritative