About this role.
Veza, an identity security company now part of ServiceNow, is seeking a Principal Customer Success Manager to own a portfolio of 8-10 strategic enterprise accounts. The role focuses on building executive relationships with CIOs and CISOs, driving value realization and renewal predictability. The ideal candidate will take extreme ownership of customer outcomes, manage risks proactively, and partner cross-functionally to ensure customer success and expansion. This is a high-touch, senior-level position requiring deep expertise in complex enterprise environments and security solutions.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
5/5Pace & Pressure
4/5Autonomy Level
5/5Communication Load
5/5Salary analysis
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Core skills
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Principal Customer Success Manager position at Veza. With extensive experience managing strategic enterprise accounts and building trusted relationships with C-level executives, I am confident in my ability to drive customer outcomes and renewal predictability. My background in security and SaaS aligns well with Veza's mission to transform identity security. I am eager to contribute to the success of your customers and the growth of Veza as part of the ServiceNow family.
Sample interview questions
I typically segment accounts based on health, expansion potential, and renewal timeline. I use a risk-based approach, focusing on at-risk accounts while nurturing healthy ones through executive reviews and value assessments. I also leverage cross-functional teams to scale my engagement.
By understanding their strategic initiatives and mapping our solution to their business outcomes. I deliver data-driven executive business reviews and provide credible challenges when needed. Consistency and transparency are key.
In my previous role, an enterprise client was considering not renewing due to lack of adoption. I conducted a deep-dive assessment, identified gaps, and partnered with their leadership to create a success plan. We aligned on metrics and achieved a renewal plus expansion.
I track leading indicators such as product adoption, executive engagement, and value realization. I conduct regular check-ins and maintain a rolling risk assessment. I communicate issues early with mitigation plans.
I align commercial strategy with the AE, sharing customer insights and expansion opportunities. I work with SEs on technical execution and onboarding, ensuring a seamless customer experience.
Company Description
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.
Founded in 2020 and headquartered in Redwood City, California, Veza is now part of the ServiceNow family, with the acquisition closing in March 2026. The combination brings together Veza’s AI-native Access Graph with ServiceNow’s AI Control Tower and agentic workflows, enabling organizations to enforce end-to-end identity security rooted in the principle of least privilege across applications, data, cloud environments, and AI agents. For engineers joining Veza today, this means the scale and resources of an enterprise platform company, with the product velocity and mission-driven focus of a security innovator at a pivotal moment in the industry.
Job Description
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
Qualifications
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.
Additional Information
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.
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