Santa Clara, United States
You apply directly with the employer. We never charge applicants.
$191K–$300K/yr
Published by the employer
Product Excellence (PEx) is the highest-tier team of experts within the Customer Excellence Group (CEG). We are the first line of advisors for our newest products, and we are the last line of defense to protect our customers.
This is a rare opportunity to lead the technical direction of two of the company's most business lines. You will serve as the most senior technical member of the PEx team, architecting and deploying innovative solutions particularly agentic AI capabilities directly with our most strategic customers in Facilities Management and Core Business Services.
What You'll Do
As a principal technical expert in PEx, you will partner directly with customers to analyze their business and use cases, design solutions on the ServiceNow platform and supported products, and facilitate their deployment into production. You'll spend the majority of your time in customer-facing work: discovery, solutioning, and deployment situations. You will set the solution architecture and deployment patterns that your peers across CEG reuse across adoption & retention efforts, own the journey and business outcomes of the products you support, and raise the whole group's technical capability.
You will play a critical role in driving adoption and innovation across our supported products, with a focus on accelerating agentic AI adoption. You will partner closely with product teams to amplify the voice of the customer, influence roadmap decisions, and ensure our solutions deliver meaningful value. You'll lead customer programs, monitor customer health to support value realization, and drive renewals and advocacy.
Your work compounds: the patterns you establish are adopted across a growing team and customer base, and your influence extends back into the product lines and CEG. Your impact is measured by the soundness of your judgment, the patterns you establish, and the outcomes your customers achieve. You will scale specialized knowledge across the Customer Excellence Group, ensuring our entire team raises its capability alongside your work.
What You Get to Do in This Role
A demonstrated track record of designing, deploying, and operating production software and AI solutions in customer-facing settings, with clear evidence of leading complex engagements to successful business outcomes. As a Principal PEx Manager, this person is a recognized technical authority who is highly autonomous: they set the multi-engagement technical strategy and architecture standards the CEG org follows, drive their own agenda in alignment with org goals, navigate organizational ambiguity confidently.
For positions in this location, we offer a base pay of $190,900 - $300,100, 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 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.
From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.
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.
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