Principal Customer Success Executive - Manufacturing Vertical

📋 Description

• Own account-level commercial performance: Drive GRR, NRR, and renewal outcomes for assigned
• Engage at the executive level as a strategic advisor: Build trusted relationships with C-suite and
• Translate customer strategy into ServiceNow roadmap: Map enterprise priorities (modernization
• Run complex transformations in largest accounts: Own governance, delivery excellence, and
• Tell the story through data: Deliver compelling executive presentations internally and to
• Drive AI consumption and platform adoption: Own AI consumption as strategic KPI; design and execute

🎯 Requirements

• 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 as primary post-sales customer success executive owning commercial
• Demonstrated success in large-scale strategic account transformations and exceeding business
• Exceptional commercial instincts; portfolio economics understanding.
• Proven C-suite engagement; experience partnering with CIOs and senior IT executives.