Principal Product Success Manager

What you'll do

• Build strategic customer relationships, track customer health and outcomes, and mitigate risks to growth, satisfaction, or renewal.
• Drive adoption of Process Mining and platform capabilities, translating insights into measurable improvement recommendations and value narratives.
• Coordinate customer programs and collaborate with Sales, Product Management, partners, and other internal teams; provide customer and roadmap feedback.

What they ask for

• 5+ years of experience architecting and delivering complex solutions on the ServiceNow Platform.
• 3+ years supporting Process Mining, process optimisation, value realisation, operational discovery, or process improvement programmes with enterprise customers.
• 3+ years in two or more listed ServiceNow core platform capabilities; 2+ years in two or more adjacent AI Core Platform capabilities or interfaces.
• 1+ year with ServiceNow Performance Analytics or Platform Analytics configuration, administration, customer delivery, adoption tracking, and outcome reporting.

Nice to have

• Experience with ServiceNow encryption capabilities.
• Fanatical about customer success and tenacious at driving long-term customer value.

Pay

$171,900 - $300,800 USD base salary

Tools

ServiceNow Platform, Process Mining, Automated Test Framework, Health Scan, Usage Analytics, Platform Analytics, CI/CD, Predictive Intelligence

AI focus

Drives customer adoption of AI Core Platform capabilities, including adjacent capabilities such as Predictive Intelligence and AI Agents.