Principal Product Success Manager - Facilities Management
Job Description
Product Excellence (PEx) is the highest-tier team of experts within the Customer Excellence Group (CEG). We are the first line of advisors for our newest products, and we are the last line of defense to protect our customers.
This is a rare opportunity to lead the technical direction of two of the company's most business lines. You will serve as the most senior technical member of the PEx team, architecting and deploying innovative solutions particularly agentic AI capabilities directly with our most strategic customers in Facilities Management and Core Business Services.
What You'll Do
As a principal technical expert in PEx, you will partner directly with customers to analyze their business and use cases, design solutions on the ServiceNow platform and supported products, and facilitate their deployment into production. You'll spend the majority of your time in customer-facing work: discovery, solutioning, and deployment situations. You will set the solution architecture and deployment patterns that your peers across CEG reuse across adoption & retention efforts, own the journey and business outcomes of the products you support, and raise the whole group's technical capability.
You will play a critical role in driving adoption and innovation across our supported products, with a focus on accelerating agentic AI adoption. You will partner closely with product teams to amplify the voice of the customer, influence roadmap decisions, and ensure our solutions deliver meaningful value. You'll lead customer programs, monitor customer health to support value realization, and drive renewals and advocacy.
Your work compounds: the patterns you establish are adopted across a growing team and customer base, and your influence extends back into the product lines and CEG. Your impact is measured by the soundness of your judgment, the patterns you establish, and the outcomes your customers achieve. You will scale specialized knowledge across the Customer Excellence Group, ensuring our entire team raises its capability alongside your work.
What You Get to Do in This Role
• Lead innovation and new product adoption. Champion early adoption and pilot efforts for our new product releases. Collaborate with product teams to validate use cases and drive successful outcomes, particularly around AI-driven capabilities that reduce time-to-value
• Architect solutions on our products. Design solutions that address customer needs agentic AI workflows, system integrations, data architecture, and guardrails that fit cleanly into existing customer landscapes and deliver real value
• Drive strategic adoption. Lead the resolution of complex, high impact customer situations. Drive adoption of our products and support value realization across your customer base
• Manage escalations and at-risk accounts. Serve as the primary escalation point for critical customer issues. Proactively identify at-risk accounts through data and insights, develop remediation strategies, and drive alignment across account stakeholder teams to ensure renewal success
• Serve as trusted technical advisor. Be the senior engineering voice in customer conversations from technical working sessions to executive discussions clearly communicating what's possible, tradeoffs involved, and how to adopt solutions responsibly and safely
• Analyze customer use cases and scope solutions. Work directly with customer business and technical teams to understand their processes, data, and goals. Translate ambiguous problem statements into well-scoped use cases with clear success criteria and measurable outcomes
• Influence product strategy. Partner closely with Product Management and Engineering to feed field learnings back into the platform recurring use cases, gaps, technical friction so the platform improves for all customers. Advocate for roadmap priorities based on real customer impact
• Set technical strategy and standards for the group. Define the multi-engagement technical direction, reference architectures, and reusable deployment patterns that the CEG teams apply across customers, so successful engagements scale rather than being rebuilt each time
• Lead the PEx group technically. Provide architectural direction, review, and mentorship across the group's engagements. Unblock the hardest technical problems and raise the overall standard of solutioning and delivery
A demonstrated track record of designing, deploying, and operating production software and AI solutions in customer-facing settings, with clear evidence of leading complex engagements to successful business outcomes. As a Principal PEx Manager, this person is a recognized technical authority who is highly autonomous: they set the multi-engagement technical strategy and architecture standards the CEG org follows, drive their own agenda in alignment with org goals, navigate organizational ambiguity confidently.
Requirements
Department: Customer Outcomes
Function: Engineering
Experience Level: Not Applicable