Principal Customer Success Executive - Remote

Overview

The Principal Customer Success Executive (PCSE) is responsible for managing the post-sale relationship with customers, ensuring satisfaction and retention through strategic guidance and support.

In Short

• Own the post-sale customer relationship and drive customer satisfaction.
• Provide strategic direction and mentorship to customers and internal teams.
• Proactively identify opportunities for professional services and product adoption.
• Work closely with senior executives to influence customer strategies.
• Drive operational consistency and excellence in service delivery.
• Establish relationships with ServiceNow leaders for product evolution.
• Identify and mitigate risks to prevent customer churn.
• Collaborate with Sales Teams on customer retention plans.
• Ensure adherence to project governance and quality standards.
• Improve overall customer satisfaction and engagement.

Requirements

• Experience integrating AI into work processes.
• Must reside in Toronto, Canada.
• Significant experience with senior IT and business leaders.
• PMP preferred; project management experience required.
• 15+ years in client-facing roles focused on account management.
• Experience in IT Strategy, Operations, HR, Security, and Customer Service.
• Strong problem diagnosis and solution development skills.
• Ability to manage client expectations and lead teams.

Benefits

• Opportunity to work with a global market leader.
• Flexible work environment with a focus on trust.
• Access to innovative AI-enhanced technology.
• Professional growth and development opportunities.
• Inclusive and accessible work culture.