Principal Customer Success Executive - Federal - Remote

Overview

The Principal Customer Success Executive (PCSE) is a key role that focuses on enhancing customer satisfaction and retention through strategic oversight and mentorship in the implementation of ServiceNow offerings.

In Short

• Owns post-sale customer relationships and drives customer satisfaction.
• Partners with senior customer stakeholders to derive value from ServiceNow platforms.
• Leads high-complexity transformations in strategic accounts.
• Identifies professional services pipeline opportunities.
• Influences customer organizational strategy with industry insights.
• Drives operational consistency and excellence in service delivery.
• Establishes relationships with ServiceNow leaders for product evolution.
• Identifies and mitigates risks to prevent customer churn.
• Collaborates closely with Sales Teams on product adoption plans.
• Enhances overall customer satisfaction and retention.

Requirements

• Experience with AI integration in work processes.
• Must reside in Ottawa, Canada or nearby area.
• Canadian citizenship or permanent residency required.
• Must have Canadian Secret Security Clearance.
• 15+ years in client-facing roles focused on account management.
• Experience in executive-level leadership roles preferred.
• Experience in IT Strategy, Operations, and Governance.
• Project management experience required; PMP preferred.
• Strong client communication and facilitation skills.
• Proven track record of driving strategic outcomes.

Benefits

• Opportunity to work with a global market leader.
• Flexible work arrangements.
• Professional development and mentorship opportunities.
• Inclusive and accessible work environment.
• Participation in innovative projects utilizing AI technology.