Principal Customer Success Executive Telco and Media

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 this role

ServiceNow's Customer Excellence Group (CEG) is the post-sales engine that drives sustained value realization across our most strategic accounts. The Principal Customer Success Executive (CSE) for Telecom & Media is a senior individual contributor role accountable for the full post-sales lifecycle across a portfolio of named Enterprise and Strategic T&M accounts in the Americas.

This role sits at the intersection of business strategy, platform adoption, and executive relationship management. You will serve as a trusted advisor to C-level stakeholders, own the renewal outcome, and drive expansion by ensuring customers extract measurable business value from the ServiceNow platform. You will operate as an integrated member of the account team — alongside Account Executives, Solution Consultants, and Expert Services — bringing Telecom & Media industry perspective, complex problem-solving capability, and deep ServiceNow platform knowledge to every engagement.

The ideal candidate combines pre- and post-sales experience with executive presence, a practitioner's command of the ServiceNow platform, and the ability to navigate complex enterprise environments where the path to value is rarely straightforward.

What you get to do in this role

Drive post-sales transformation

• Own and lead the customer's post-sales journey, aligning ServiceNow capabilities to documented business outcomes and multi-year transformation roadmaps.
• Build and sustain deep trust with C-suite and VP-level stakeholders across IT, Operations, HR, and Security — acting as the primary CEG executive relationship holder for your accounts.
• Bring Telecom & Media industry thought leadership into every engagement, connecting platform capabilities to the business pressures your customers face: network modernization, AI-driven customer experience, and workforce transformation.

Accelerate Platform adoption and Value realization

• Partner with customers to define and execute AI and platform adoption plans, ensuring licensed products — including Now Assist and AI Agents — are deployed, adopted, and delivering measurable outcomes.
• Identify and close adoption gaps proactively, developing get-well plans in collaboration with Expert Services, Product, and the Account team before they become renewal risks.
• Establish clear success metrics and milestones with each customer, conduct regular business reviews, and continuously refine transformation plans to keep value realization on track.

Manage risk and protect revenue

• Proactively identify areas of risk — adoption, technical health, stakeholder alignment, contractual SLA performance — and develop mitigation strategies before risk escalates.
• Lead renewal readiness planning in close partnership with Account Executives, ensuring renewal conversations are grounded in demonstrated outcomes.
• Help customers design and maintain appropriate program governance models across complex, multi-workstream implementations, holding all parties accountable to them.
• Identify expansion opportunities emerging from platform value realization and connect them back to the Account Executive and Solutions team to accelerate pipeline.
• Champion customer feedback internally, advocating for product improvements, support escalations, and roadmap alignment that strengthens long-term partnership.

Qualifications

Required experience

• 10+ years in enterprise technology, management consulting, or a senior client-facing role focused on technology-enabled business transformation in Digital, SaaS, or Enterprise Software.
• Demonstrated ServiceNow platform experience — including product portfolio breadth, licensing model, and platform architecture — or deep expertise in an equivalent enterprise platform with a clear ability to develop ServiceNow fluency rapidly.
• Pre- and post-sales experience, ability to operate credibly across the full customer lifecycle to drive adoption, renewal, and expansion.
• Executive presence: ability to hold a C-level conversation, present complex platform strateg