ServiceNow – Principal Product Success Architect – Customer & Industry Workflow – Santa Clara, California, USA

May 13, 2023
Apply Now

Job Description

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change-makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we’re proud to be one of FORTUNE 100 Best Companies to Work For® and World’s Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

ServiceNow is seeking a driven Principal Product Success Architect – Customer & Industry Workflow. The Product Success Architect will provide expertise to support customers to ensure customers adopt, renew and maximize their value from their ServiceNow investment.  The CIWF Product Success Architect will participate in the acquisition and retention of customers by leveraging the CIWF Applications including Customer Service Management, Field Service Management, and Industry applications such as Financial Services Operations, Telco Service Management, or Clinical Device Management for Healthcare & Life Sciences. This is a hands-on Architect who is capable of going wide and deep on the solution with regard to people, process, and technology.

What you get to do in this role:

  • A deep sense of empathy for the customer and a genuine passion for helping them succeed.
  • Engage and collaborate closely with the ServiceNow R&D teams on escalated technical issues.
  • Demonstrated ability to influence and consult (providing options with pros, cons, and risks) while providing thought leadership to sponsors/stakeholders in solving business processes and/or technical problems.
  • Experience in analyzing and recommending strategies based on business priorities.
  • Solid experience in requirements gathering, including experience in creating process mapping documentation.
  • Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Miro, Word, and PowerPoint.)
  • Responsible for creating innovative solutions leveraging ServiceNow’s CIWF Solutions
  • Mentor field resources in implementation methodology, configuration, and best practices for CIWF applications.
  • Review customers’ architecture, design processes, and system integrations to the platform.
  • Respond to customer questions relating to ServiceNow CIWF Solutions.
  • This role is pivotal in providing our growing customer base, with lessons learned, strategies, and advice to enhance real-world security operations.
  • Contribute to sales campaigns focused on CIWF discussing best practice implementation strategy and planning.
  • Configure solution environments to address customer requirements and business issues.
  • Collaborate with Product Management and Development team members to enhance ServiceNow products with new capabilities that address customer needs.
  • Share best practices and known solutions with other internal teams, community, and customers to help promote faster time to value for customers.
  • Stay current on competitive analyses and understanding differentiators between ServiceNow and its competitors.


  • 10+ years of experience in customer-facing roles such as Solution Architect, Technical or Business Process Consultant, and/or Product Manager
  • Knowledge of customer service management, field service management, customer self-service, customer community, and knowledge management processes/technologies
  • Ideally, ServiceNow CSM & FSM certified
  • Fanatical about customer success and tenacious at driving long-term customer value
  • Highly data-driven with a commitment to drive customer engagement towards business outcome and value realization
  • Excellent verbal and written communication skills, including the ability to chair sessions and host webinars.
  • Must be able to travel up to 10% annually as required when necessary.

For positions in the Bay Area, we offer a base pay of $173,800 – $304,200, 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 (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

ServiceNow is an Equal Employment 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.