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Principal Customer Success Architect

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

ServiceNow is looking for a rockstar Principal Customer Success Architect. You will be part of the Customer Outcomes team where our purpose is to accelerate platform adoption and improve our customers outcomes. This is a strategic advisory role where you will get the opportunity to go wide and deep helping our customers achieve their vision.

What you get to do in this role

The Principal Customer Success Architect will develop executive relationships across a set of customers. The overriding objective for the Principal Customer Success Architect will be to improve the value customers obtain from ServiceNow, increasing product adoption and customer satisfaction.

  • Develop and maintain executive relationships to maximise ServiceNow’s presence and influence in customers and working in tandem with the internal account team to develop strategic vision
  • As part of our Impact product, you will lead a multi-disciplined team to deliver value to your customers
  • Deliver ongoing consultative support and ServiceNow Best practice to your customers across the following disciplines
    • Vision, strategy and road-mapping
    • Governance
    • Value management
    • Eco system strategy and relationships
    • Programme design and enablement of ServiceNow Centre of Excellence
  • Coach and/or sponsor emerging customer
  • Provide thought leadership into global best practices and frameworks


To be successful in this role you have

  • A passion for working with customers
  • Significant year’s advisory experience in customer success, professional services and/or consultancy in enabling customers to digitally transform in complex environments
  • Proven ability to build and maintain matrixed relationships and collaborate
    • internally within ServiceNow
    • with all levels up to C-Suite in customers
    • with key stakeholders within the partner eco-system
  • Demonstrable success influencing the strategic direction of customers, helping them achieve quantified value.
  • Sufficient understanding of the ServiceNow platform to translate strategic imperatives to business outcomes and success measures
  • Identified business outcomes and goals, and have validated the value from achieving them
  • Experience in co-delivery with partners in the eco-system
  • Right to work in the UK 

Additional Information

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.


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