Principal Success Architect - Public Sector

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.

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.

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-scale, cross-functional projects simultaneously.
• Proven ability to work in a fast-paced, results-driven environment with high visibility.
• Certifications: ServiceNow Certified System Administrator (CSA) or related ServiceNow certifications preferred. Advanced certifications in ServiceNow modules or transformation methodologies are a plus.

Desired Skills:

• Experience with Agile methodologies or other transformation frameworks.
• Strong problem solving skills and a customer-first mentality.
• Experience in change management, organizational development, and fostering innovation.
• Strong business acumen with the ability to align ServiceNow solutions with customer business outcomes

FD21

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $162,600 - $284,600, 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.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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