Principal Customer Success Manager – CPQ (Configure, Price, Quote)

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

At ServiceNow, we build software that transforms how our customers work. Our CPQ solutions help enterprises streamline complex sales processes, and we’re looking for a Senior Customer Success Manager (CSM) to ensure customers realize their full value. This role blends strategic advisory, technical depth, and relationship management—helping customers align CPQ deployments to business objectives while partnering closely with Product and R&D to influence the roadmap.

Why This Role Matters

As a Senior CSM, you will own the long-term, entire post-sale success of a portfolio of CPQ customers. You’ll act as a trusted advisor to executives and technical stakeholders alike, guiding customers through onboarding, adoption, AI enablement, and expansion. You will partner with Solution Integration Partners and internal Expert Services teams to provide program-level oversight and advisory support, ensuring deployments align with best practices and drive measurable ROI.

What You’ll Do

• Own the Customer Relationship: Serve as the strategic technical advisor and trusted partner for assigned CPQ accounts, accountable for overall relationship health and long-term value realization.
• Guide Customer Onboarding: Provide program-level guidance during onboarding, ensuring implementation partners and customer teams are aligned, expectations are managed, and best practices are embedded from day one.
• Advise Through Implementations: Support customers during deployments with consultative guidance on architecture, integrations, governance, and change management, helping them avoid pitfalls while delivery teams execute.
• Drive Technical Success: Deliver technical expertise across APIs, data flows, integrations, and scaling strategies, empowering customers to optimize their use of CPQ.
• Enable Customers with AI: Advise customers on how to leverage ServiceNow’s AI and automation capabilities within CPQ and across their workflows, driving innovation, efficiency, and measurable business outcomes.
• Ensure Adoption & ROI: Track usage, identify opportunities for feature expansion (including AI features), and provide actionable recommendations to demonstrate
• measurable business value.
• Identify & Mitigate Risks: Anticipate program and technical risks, proactively advise on mitigation strategies, and support customers in navigating complexity.
• Partner with Product & R&D: Collaborate closely with ServiceNow Product Management and R&D teams, advocating for customer needs, surfacing enhancement requests, and influencing roadmap priorities—particularly around AI-driven innovations.
• Enable & Educate: Develop best practice frameworks, technical guides, and success playbooks that scale across the CPQ customer community.

Who You Are

• A consultative advisor who can influence executives while engaging deeply with technical teams.
• Skilled in APIs, integrations, middleware, and AI/automation technologies, with the ability to provide meaningful technical guidance.
• Experienced in customer onboarding and adoption strategies, with strong program-level influence to keep customers on track.
• A relationship builder who translates technical complexity into clear business value for executives.
• Proactive, organized, and comfortable guiding multiple enterprise accounts simultaneously.

Qualifications

• 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.
• 12+ years in technical customer success, technical account management, or solution advisory roles with enterprise SaaS products (CPQ, CRM, eCommerce preferred).
• Proven ability to influence and guide executive sponsors and technical stakeholders.
• Technical expertise with APIs, integrations, SaaS architectures, and AI/automation capabilities.
• Experience supporting onboarding and enterprise-scale SaaS implementations, ensuring alignment with best practices and business goals.
• Ability to learn and consult on ServiceNow CPQ architecture, AI enablement, and technical best practices.
• Willingness to travel ~25% for customer engagements.

FD21

For positions in this location, we offer a base pay of $131,300 - $229,800, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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, 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. 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 [email protected] 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. 

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