Principal Customer Success Executive - Manufacturing Vertical

The Customer Success Executive—US Manufacturing is a senior individual contributor role within the Customer Excellence Group (CEG), responsible for driving customer outcomes, retention, and expansion across a portfolio of high-value US Manufacturing accounts. This role carries full accountability for the commercial health and strategic growth of assigned accounts—operating with the ownership mentality of a general manager at the account level. This is not an account-monitoring role. We are looking for a commercially minded operator who has personally driven demonstrable YoY growth within a large portfolio, built trusted executive relationships, and executed cross-functional motions that convert platform adoption into measurable business outcomes. You will serve as the primary post-sales customer executive for your accounts—a strategic advisor to manufacturing CIOs and senior IT leaders—and partner closely with Sales, Delivery, Product, and peer CEG functions to ensure customers realize the full value of their ServiceNow investment and view us as a long-term digital transformation partner. What you get to do in this role Own account-level commercial performance. Drive GRR, NRR, and renewal outcomes for your assigned accounts through proactive risk management, downsell prevention, and expansion motions. Engage at the executive level as a strategic advisor. Build and maintain trusted relationships with C-suite and senior IT stakeholders. Co-develop digital transformation strateg