Principal Customer Success Executive - Manufacturing Vertical

📋 Description

• Own account-level commercial performance. Drive GRR, NRR, and renewal outcomes for your assigned
• Engage at the executive level as a strategic advisor. Build and maintain trusted relationships with
• Translate customer strategy into a ServiceNow roadmap. Take each customer's enterprise
• Run complex transformations in our largest accounts. Own governance, delivery excellence, and
• Tell the story through data. Deliver compelling executive presentations—both internally and to
• Drive AI consumption and platform adoption. Own AI adoption as a strategic KPI within your

🎯 Requirements

• Experience leveraging or critically evaluating how to integrate AI into work processes
• BA/BS or equivalent required; MBA or advanced degree preferred.
• 10–15 years of experience in management consulting, enterprise SaaS, senior customer success, or
• Demonstrated experience operating as the primary post-sales customer success executive—owning the
• Demonstrated success in running large-scale, strategic account transformations and exceeding
• Exceptional commercial instincts. You think in portfolio economics, understand the interplay