Principal Product Success Manager

Serve as a highest tier ITSM product expert and lead our strategic customers on the path of adopting our newest innovation. Ensure that strategic customers are getting value from products and enhance their overall experience. Deliver customer programs and monitor customer health to ensure value realization and successful renewals. Act as a liaison between the customer excellence and product teams enabling customer facing teams on new products while channeling impactful voice of customer to product teams. Responsibilities include leading strategic customer engagements, driving resolution of complex customer situations, and developing innovative implementation strategies. Advanced escalation management, serving as primary escalation point for critical customer issues. Partner with ServiceNow Product Management and R&D to provide field insights. Mitigate renewal risk by proactively identifying at-risk accounts. Lead early adoption and pilot efforts for new product releases.