Principal Customer Success Manager - Veza at ServiceNow

The  Principal Customer Success Manager is responsible for the end-to-end success of a defined portfolio of enterprise customers. This role carries direct accountability for customer outcomes, including executive alignment, realized business value, platform adoption, renewal readiness, and expansion identification. Operating with extreme ownership, this leader brings structure to complex environments, drives measurable results, and orchestrates internal resources without requiring direction. We hire builders and owners–not coordinators. This is a leadership-caliber individual contributor role deployed against a limited number of accounts to enable deeper executive engagement and measurable customer outcomes. Role Scope • Own a portfolio of approximately 8-10strategic enterprise customers • Operate within a high-touch engagement model where depth of partnership is prioritized over volume • Engage regularly with CIO, CISO, and senior technology leadership • Directly influence renewal outcomes, expansion opportunities, and executive satisfaction • Support customers operating in complex, highly integrated environments • Identify material risk multiple quarters ahead of renewal cycles and drive coordinated mitigationCore Responsibilities Extreme Ownership of Customer Outcomes • Serve as the accountable leader for the health, trajectory, and commercial posture of each assigned customer. • Establish clear success criteria and align internal execution accordingly. • Drive customers from deployment to durable operational reliance. • Orchestrate the resources required to achieve customer outcomes. • Treat each customer as a business, balancing advocacy with commercial responsibility.Executive Engagement • Build trusted advisor relationships with CIO, CISO, and senior stakeholders. • Deliver Executive Business Reviews grounded in measurable business outcomes. • Align platform capabilities to strategic initiatives such as security posture, regulatory readiness, and operational resilience. • Guide executive decision-making through insight and credible challenge when necessary.Value Realization • Build and govern multi-year Success Plans for every strategic account. • Translate product capabilities into quantified business impact. • Ensure customers achieve the outcomes that justified their investment. • Develop referenceable advocates through demonstrated value.Renewal Predictability • Own renewal posture across the portfolio with no late-stage surprises. • Inspect leading indicators including adoption depth, executive engagement, and realized value. • Communicate risk early with a clear mitigation strategy and path to resolution.Risk Management & Account Health Leadership • Bring rigor and objectivity to evaluating account health. • Proactively identify erosion signals and mobilize cross-functional teams before issues escalate. • Develop and execute disciplined recovery strategies when required. • Deliver difficult messages when necessary to protect long-term outcomes. • Maintain high forecast accuracy for assigned accounts.Cross-Functional Partnership • Operate as the accountable leader for customer outcomes while partnering closely with Account Executives and Solution Engineers across the customer lifecycle. • Align commercial strategy with the Account Executive to support retention and expansion. • Partner with Solution Engineers on technical strategy, ensuring deployments support defined success criteria. • Lead integrated account planning across Sales, Solutions, and Customer Success. • Foster a one-team approach focused on long-term customer value rather than functional handoffs.While execution is shared, accountability for customer outcomes remains clear. Internal Execution & Governance • Coordinate Sales, Professional Services, Support, Product, and partner teams • Establish governance frameworks that drive accountability and transparency • Remove obstacles and maintain execution momentum across large programs • Operate effectively within highly matrixed customer organizations