Principal Success Architect - Public Sector

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

About the Role:

We are looking for a Principal Success Architect to join our Public Sector Impact team. This strategic role is designed for a dynamic leader who can drive customer transformation and success at scale. As a Success Architect, you will work closely with our customers, internal teams, and stakeholders to design, implement, and optimize customer success strategies, ensuring our customers realize the full value of their ServiceNow investments. Your efforts will be pivotal in driving positive customer outcomes and ensuring the success of high-priority accounts.

Key Responsibilities:

Customer Success Leadership: Lead customer success transformation initiatives by working closely with senior stakeholders to ensure a seamless and successful experience. Cultivate relationships at the executive level to understand business needs and guide customers through their digital transformation journeys.

Strategic Account Management: Manage a portfolio of high-priority, complex customer accounts and serve as the strategic advisor, ensuring customers achieve their business goals with ServiceNow solutions.

Customer Centric Transformation: Collaborate with customers to assess current processes, challenges, and opportunities. Develop tailored success strategies that align with customer objectives and ServiceNow best practices, driving increased product adoption, and optimizing processes.

Driving Business Value: Focus on business outcomes by leveraging ServiceNow products and solutions to drive transformation, optimize operations, and achieve measurable business results. Ensure customers maximize ROI on ServiceNow investments by identifying areas of growth and continuous improvement.

Cross functional Collaboration: Partner closely with various internal teams such as Sales, Product, Technical Support, and Professional Services to drive customer satisfaction and success. Foster alignment across teams to ensure a seamless customer experience from onboarding to renewal.

Process and Program Innovation: Identify, develop, and implement scalable programs and processes that streamline the customer journey, ensuring consistent and efficient delivery of value across all customer touch-points.

Customer Education and Enablement: Provide guidance, training, and enablement to customers and internal teams, ensuring that customers are well-equipped to use the ServiceNow platform effectively and efficiently.

Continuous Improvement: Proactively gather feedback from customers and internal teams to identify opportunities for process improvements, innovation, and product enhancements that can drive better outcomes.

Value Reporting & Metrics: Establish and track success metrics and KPIs for customer engagement, adoption, and satisfaction. Regularly review customer performance and provide detailed reports to leadership, highlighting key results and action plans.

Change Management: Lead and guide customers through organizational change processes related to the adoption of ServiceNow solutions. Support and manage the cultural, operational, and procedural shifts associated with transformation.

Qualifications

Required Qualifications:

• Proven experience in a Customer Success, Transformation, or Consulting role, with 5-7 years of experience driving customer success in high-priority, complex environments.
• Deep understanding of digital transformation, customer success strategies, and ServiceNow’s capabilities, particularly in Impact engagements.
• Strong background in leading enterprise-wide transformation initiatives, driving adoption, and delivering results through collaboration and innovation.
• Exceptional communication and interpersonal skills, with the ability to influence and engage with C-level executives and key stakeholders.
• Ability to build and maintain strong, long-term customer relationships, acting as a trusted advisor and partner throughout the customer lifecycle.
• Solid project management skills, with experience managing multiple, large-s