Principal Customer Success Executive - Manufacturing Vertical

Job description The Customer Success Executive—US Manufacturing is a senior individual contributor role within the Customer Excellence Group (CEG), responsible for driving customer outcomes, retention, and expansion across a portfolio of high-value US Manufacturing accounts. This role carries full accountability for the commercial health and strategic growth of assigned accounts—operating with the ownership mentality of a general manager at the account level. This is not an account-monitoring role. We are looking for a commercially minded operator who has personally driven demonstrable YoY growth within a large portfolio, built trusted executive relationships, and executed cross-functional motions that convert platform adoption into measurable business outcomes. You will serve as the primary post-sales customer executive for your accounts—a strategic advisor to manufacturing CIOs and senior IT leaders—and partner closely with Sales, Delivery, Product, and peer CEG functions to ensure customers realize the full value of their ServiceNow investment and view us as a long-term digital transformation partner. What you get to do in this role • Own account-level commercial performance. Drive GRR, NRR, and renewal outcomes for your assigned accounts through proactive risk management, downsell prevention, and expansion motions. • Engage at the executive level as a strategic advisor. Build and maintain trusted relationships with C-suite and senior IT stakeholders. Co-develop digital transformation strategies with customer executives, positioning ServiceNow as the strategic platform partner for their modernization and AI agendas. Bring relevant industry thought leadership and a consulting mindset to every engagement. Your executive presence and credibility at this level must be a proven strength, not an aspiration. • Translate customer strategy into a ServiceNow roadmap. Take each customer’s enterprise priorities—modernization, cost-out mandates, AI ambitions—and map them to a phased ServiceNow roadmap that connects platform capabilities to measurable business outcomes. You bridge the gap between what the C-suite wants to achieve and how the platform gets them there. • Run complex transformations in our largest accounts. Own governance, delivery excellence, and cross-functional orchestration across multiple business units and concurrent workstreams—defining governance models aligned to business and platform strategy and evolving them as engagements scale. • Tell the story through data. Deliver compelling executive presentations—both internally and to customers—that articulate the value of ServiceNow through data-driven narratives. You are equally effective presenting a portfolio review to leadership and standing in front of a customer CIO making the case for platform expansion. • Drive AI consumption and platform adoption. Own AI consumption as a strategic KPI within your accounts. Design and execute adoption journeys that convert license entitlements into measurable business outcomes, with a focus on emerging agentic capabilities. • Set success metrics and drive value realization. Establish clear, measurable success metrics with each customer. Regularly review progress, proactively identify risks, and refine business transformation plans to ensure milestones are met and value is realized. Work with internal teams and the customer to develop strategies that overcome barriers on the path to outcomes. • Champion the voice of the customer. Synthesize industry-specific feedback, feature requests, and adoption blockers into structured input for Product Engineering and roadmap prioritization. Stay current on manufacturing industry trends, regulatory environments, and digital transformation priorities shaping your accounts. • Operationalize customer health at scale. Define and manage operational KPIs for your portfolio—adoption, technical health, renewals, customer satisfaction, and expansion. Deliver regular reporting on customer health, adopt