Principal Product Success Manager
💰 $80,000 – $130,000/yr
Job Description
About the Role
ServiceNow is seeking a Principal Product Success Manager to join our remote team. This is a leadership position designed for an experienced professional who will drive product adoption, customer satisfaction, and business outcomes at scale. As Principal Product Success Manager, you will be responsible for building and executing comprehensive customer success strategies that align with product vision and organizational goals.
Key Responsibilities
- Lead and mentor a team of Product Success Managers across multiple customer segments and regions
- Develop and implement product success strategies that maximize customer value realization and retention
- Own customer health metrics, adoption KPIs, and success benchmarks across your portfolio
- Partner with Product Management, Sales, and Customer Support teams to ensure seamless customer journeys
- Conduct strategic business reviews with enterprise customers and key accounts
- Identify and communicate product gaps, feature requests, and improvement opportunities based on customer feedback
- Build scalable success programs, playbooks, and enablement resources for team members
- Analyze customer data and engagement patterns to predict churn risk and drive proactive interventions
- Present insights and recommendations to executive leadership on customer health and market trends
- Manage and grow customer lifetime value through effective onboarding, training, and ongoing support programs
Required Qualifications
- 7+ years of experience in Customer Success, Product Management, or similar customer-facing roles
- 3+ years of experience managing and developing high-performing teams
- Proven track record of improving customer retention, expansion, and satisfaction metrics
- Strong understanding of SaaS business models and product-led growth strategies
- Excellent communication and presentation skills with ability to influence across all organizational levels
- Experience with CRM platforms (Salesforce, HubSpot, or ServiceNow preferred)
- Data-driven mindset with proficiency in analytics and reporting tools
- Demonstrated ability to build lasting customer relationships and drive strategic partnerships
Preferred Qualifications
- Experience working in the enterprise software or IT service management space
- Familiarity with ServiceNow products and platform ecosystem
- Knowledge of customer success methodologies and frameworks (e.g., Gainsight, Totango)
- Background in leading cross-functional initiatives and change management
Why Join ServiceNow
ServiceNow is a leader in digital transformation and workflow automation. This role offers the opportunity to impact thousands of customers globally, work with cutting-edge technology, and grow your career in a supportive, innovative environment. You'll benefit from competitive compensation, comprehensive benefits, remote flexibility, and a culture that values collaboration and continuous learning.
💰 Compensation not publicly listed. Market estimate for similar roles: from $80K, varying by experience and location.