Principal Customer Success Executive - Financial Services (Remote)

About the Role

We are seeking a Principal Customer Success Executive - Financial Services (Remote) to join our dynamic team at ServiceNow. This role is pivotal in driving our customers' success and ensuring they derive maximum value from our innovative AI-enhanced technology. As a Principal Customer Success Executive, you will lead the strategic execution of post-sales activities, guiding our most valuable accounts towards successful business transformations.

What You'll Do

• Drive Post-Sales Success: Own and lead the customer’s post-sales transformation, aligning ServiceNow’s offerings to customer goals, and bringing relevant industry thought-leadership to the table.
• Foster strong relationships with C-Level executives to deliver on business outcomes.
• Collaborate Strategically: Partner with Account Executives to create and execute integrated pre- and post-sales strategies, delivering long-term value for both the customer and ServiceNow.
• Mitigate Risks and Drive Value: Proactively identify potential risks to success and work with the customer and internal teams to develop strategies to overcome them, ensuring a smooth path toward value realization.
• Focus on Key Performance Indicators (KPIs): Guide and inspire the Customer Success team to meet critical operational KPIs—adoption, technical health, renewals, customer satisfaction, and expansion.
• Foster Strategic Alignment: Build relationships with ServiceNow leaders and consistently incorporate customer feedback to drive continuous improvement.
• Advocate for Innovation and Continuous Learning: As a strategic thought leader, drive innovative solutions for our customers, always looking for opportunities to help them achieve their long-term goals.
• Set Success Metrics and Milestones: Establish clear, measurable success metrics with the customer, and regularly review progress.

Requirements

• 15+ years of experience in management consulting, solution consulting, or a leadership role at a top-tier consulting firm.
• Proven ability to engage, influence, and build lasting relationships with senior executives.
• Extensive experience leading large-scale digital transformations within SaaS or enterprise software environments, particularly in the financial services sector.
• Strong experience working across multiple departments, driving alignment, and managing stakeholders in large, matrixed organizations.
• Exceptional ability to communicate complex ideas clearly and foster collaboration across teams.

Nice to Have

• Experience leveraging AI to enhance work processes, decision-making, and problem-solving.
• Ability to navigate dynamic environments, adjusting strategies to meet evolving customer and business needs.
• Deep understanding of customer challenges, needs, and motivations, with a focus on delivering value-driven solutions.

What We Offer

• Competitive salary and performance-based bonuses.
• Flexible remote work environment with a focus on work-life balance.
• Comprehensive health benefits and wellness programs.
• Opportunities for professional development and continuous learning.
• A culture that values diversity, equity, and inclusion.