Overview
Principal Customer Success Manager – CPQ (Configure, Price, Quote) at ServiceNow. This role blends strategic advisory, technical depth, and relationship management to ensure customers realize full value from CPQ deployments and to influence the roadmap through collaboration with Product and R&D.
What You’ll Do
* Own the Customer Relationship: Serve as the strategic technical advisor and trusted partner for assigned CPQ accounts, accountable for overall relationship health and long-term value realization.
* Guide Customer Onboarding: Provide program-level guidance during onboarding, ensuring implementation partners and customer teams are aligned, expectations are managed, and best practices are embedded from day one.
* Advise Through Implementations: Support customers during deployments with consultative guidance on architecture, integrations, governance, and change management, helping them avoid pitfalls while delivery teams execute.
* Drive Technical Success: Deliver technical expertise across APIs, data flows, integrations, and scaling strategies, empowering customers to optimize their use of CPQ.
* Enable Customers with AI: Advise customers on how to leverage ServiceNow’s AI and automation capabilities within CPQ and across their workflows, driving innovation, efficiency, and measurable business outcomes.
* Ensure Adoption & ROI: Track usage, identify opportunities for feature expansion (including AI features), and provide actionable recommendations to demonstrate measurable business value.
* Identify & Mitigate Risks: Anticipate program and technical risks, proactively advise on mitigation strategies, and support customers in navigating complexity.
* Partner with Product & R&D: Collaborate with ServiceNow Product Management and R&D teams, advocating for customer needs, surfacing enhancement requests, and influencing roadmap priorities—particularly around AI-driven innovations.
* Enable & Educate: Develop best practice frameworks, technical guides, and success playbooks that scale across the CPQ customer community.
Who You Are
* A consultative advisor who can influence executives while engaging deeply with technical teams.
* Skilled in APIs, integrations, middleware, and AI/automation technologies, with the ability to provide meaningful technical guidance.
* Experienced in customer onboarding and adoption strategies, with strong program-level influence to keep customers on track.
* A relationship builder who translates technical complexity into clear business value for executives.
* Proactive, organized, and comfortable guiding multiple enterprise accounts simultaneously.
Qualifications
* Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
* 12+ years in technical customer success, technical account management, or solution advisory roles with enterprise SaaS products (CPQ, CRM, eCommerce preferred).
* Proven ability to influence and guide executive sponsors and technical stakeholders.
* Technical expertise with APIs, integrations, SaaS architectures, and AI/automation capabilities.
* Experience supporting onboarding and enterprise-scale SaaS implementations, ensuring alignment with best practices and business goals.
* Ability to learn and consult on ServiceNow CPQ architecture, AI enablement, and technical best practices.
* Willingness to travel ~25% for customer engagement.
Additional Information
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 globaltalentss@servicenow.com for assistance.
Export Control Regulations: For positions requiring access to controlled technology subject to export control regulations, including EAR, ServiceNow may be required to obtain export control approval from government authorities. 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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