Principal Customer Success Manager - Federal

ServiceNow servicenow.com Open · verified Oct 9, 2026

On-site Austin Full-time Senior Customer Success

At a glance

Senior Customer Success role at ServiceNow. Austin · full-time.

Pay not stated

RoleCustomer Success

SenioritySenior

LocationAustin

WorkplaceOn-site

EmploymentFull-time

PostedOct 9, 2026 · today

Role brief

growthroles summary, based on the employer's posting.

What you'll do

Guide a portfolio of federal customers toward business outcomes, stronger product adoption and fuller use of their licenses
Assign work across the team, track customer outcomes and help keep accounts technically healthy and on current product versions
Create Success Plays and use cases with customers, turning successful work into stories others can use
Take ownership of projects and customer problems, helping reduce escalations by coordinating ServiceNow teams
Develop best practices, coach junior colleagues and contribute to recruiting

What you bring

At least ten years of related work experience, or equivalent experience
ServiceNow certifications, including FD21
You can independently run projects, analyze complex problems and work through resolutions with others
You have used AI in work processes or considered how it can support decisions and problem-solving

Who this fits

This senior role suits someone who can lead customer outcomes while mentoring teammates and coordinating work across teams. The role is based on-site in Austin.

From the employer

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

What you get to do in this role:

The role of the Senior Success Advocate is to act as an advocate for our customers. You will oversee a portfolio of customers to help them achieve business outcomes and foster greater adoption and usage of the ServiceNow products they have purchased through prescriptive guidance. You will bring ServiceNow's best practices, innovations, and capabilities to help customers achieve their goals.

You will oversee the engagement and outcomes for customers in your portfolio
Assign out activities to other team members to achieve outcomes
Ensure customers are technically healthy and on the most recent version of our product
Guide development of new Success Plays
Work with customers to create new use case/success stories
Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses
Guide other ServiceNow teams to address customer issues
Identify and own new projects
Reduce number of escalated customers
Guide best practice development and mentor/guide junior team members
Help with recruiting

To be successful in this role you have:

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.
10+ years of related work experience; OR equivalent work experience
Creativity with comfort running projects independently
Improve complex issues through analysis and resolution
Succeed in working collaboratively
Mentor team members
ServiceNow certifications

FD21

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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 the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.