Principal Customer Success Manager

Our Goal

We aim to ensure our customers realize their full value by streamlining complex sales processes and implementing effective CPQ solutions.

The Senior Customer Success Manager will own the long-term, entire post-sale success of a portfolio of CPQ customers. Responsibilities

• Own the Customer Relationship: Serve as the strategic technical advisor and trusted partner for assigned CPQ accounts, accountable for overall relationship health and long-term value realization.
• Guide Customer Onboarding: Provide program-level guidance during onboarding, ensuring implementation partners and customer teams are aligned, expectations are managed, and best practices are embedded from day one.
• Advise Through Implementations: Support customers during deployments with consultative guidance on architecture, integrations, governance, and change management, helping them avoid pitfalls while delivery teams execute.
• Drive Technical Success: Deliver technical expertise across APIs, data flows, integrations, and scaling strategies, empowering customers to optimize their use of CPQ.
• Enable Customers with AI: Advise customers on how to leverage ServiceNow's AI and automation capabilities within CPQ and across their workflows, driving innovation, efficiency, and measurable business outcomes.
• Ensure Adoption & ROI: Track usage, identify opportunities for feature expansion (including AI features), and provide actionable recommendations to demonstrate measurable business value.
• Identify & Mitigate Risks: Anticipate program and technical risks, proactively advise on mitigation strategies, and support customers in navigating complexity.
• Partner with Product & R&D: Collaborate closely with ServiceNow Product Management and R&D teams, advocating for customer needs, surfacing enhancement requests, and influencing roadmap priorities—particularly around AI-driven innovations.
• Enable & Educate: Develop best practice frameworks, technical guides, and success playbooks that scale across the CPQ customer community.