Sr Principal Customer Success Manager - Retail And Hospitality

Sr Principal Customer Success Manager- Retail And Hospitality

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

What You Get To Do In This Role:

• Identify areas of risk and takes steps to prevent customer or revenue churn
• Work closely with sales teams to define and execute product adoption and customer retention plans
• Provide prescriptive guidance on internal project/program governance and help the customer create the appropriate governance models and make sure that all parties adhere to it
• Help the customer identify incidents where contractual SLAs were missed and takes necessary action
• Improving the overall satisfaction of the customer, as well as the satisfaction of their internal customers, is the key to success in this role

Qualifications

To Be Successful In This Role You Have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
• Significant experience collaborating with senior IT and business leaders
• PMP preferred, project management experience required
• A minimum of 10 years in a similar client facing or appropriately relevant role, in operating account or client relationship management
• Experience in any of the following critical subject areas, with a demonstrated history delivering consulting services:
• IT Strategy and Planning
• IT Operations and Management
• Human Resources
• Security Operations
• Customer Service Management
• IT Processes
• IT Governance
• IT Portfolio, Program and Project Management
• IT Project Delivery (SDLC)
• Experience with project problem diagnosis, solution development, client communications, facilitation of decision making, documentation, managing client expectations, and team leadership

For positions in this location, we offer a base pay of $177,100 - $310,000, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.