Principal Customer Success Manager - Veza

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 mitigation

Core 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

Required Experience

12+ years managing complex enterprise customers within SaaS or platform organizations

Demonstrated ownership of large, multi-threaded accounts with executive visibility

Proven experience driving renewals, expansion, and long-term customer value

Strong business and financial acumen with the ability to connect adoption to ROI

Executive-level communication skills and presence

Comfortable operating in ambiguous, high-stakes environments

Track record of proactively identifying risk and driving resolution

Nice to Have: Identity/Security Domain

Experience supporting identity, security, governance, or other mission-critical enterprise platforms is beneficial but not required.

Relevant exposure may include

Identity Governance & Administration

Privileged Access Management

Access certifications / User Access Reviews

Compliance initiatives (SOX, ISO, NIST, SOC 2)

Zero Trust programs

Security transformation efforts

FD21

For positions in this location, we offer a base pay of $148,400 - $259,700 , 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, 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 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.

From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.

Veza is the pioneer in identity security, purpose-built to answer the fundamental question enterprises face: who can and should take what action on what data.

Veza's Access Graph platform maps an organization's entire identity ecosystem across users, groups, roles, policies, permissions, and resources providing deep visibility and control over human, non-human, and agentic identities across SaaS, cloud, on-prem, and custom applications.

With over 30 billion access permissions under management, global enterprises including Blackstone, Expedia, and Wynn Resorts trust Veza to manage privileged access monitoring, non-human identity security, access entitlement management, and next-generation identity governance.