Principal Product Success Architect

Principal AI Strategists on the PACE team guide customers through their AI transformation by leading business alignment, strategic advisory, and value realization for ServiceNow's AI platform. That platform includes Now Assist, AI Agents, Autonomous Workforce AI specialists, and ServiceNow Otto, the unified AI experience that brings conversational AI, enterprise search, voice, and data exploration into one governed front door.

You will operate independently as the lead strategist on customer engagements. You will drive AI roadmapping, governance advisory, and organizational change management planning so that customers move beyond pilots to sustained, expanding consumption and measurable business outcomes. As customers shift from AI that assists to AI that completes work across systems, you will help executives decide where autonomous execution fits, how to govern it with AI Control Tower, and how to measure what it delivers.

You will partner closely with AI Architects in the PACE pairing model. Strategists own the business strategy workstream ("the why and what"). Architects own technical architecture and implementation ("the how"). Together you deliver integrated service offerings that drive measurable customer outcomes. You will also build trusted relationships with CIOs, department heads, and executive sponsors, and scale your expertise through reusable assets, enablement, and thought leadership.

Responsibilities

• Operate independently as the lead AI strategist on customer engagements, driving business alignment and value conversations
• Develop AI roadmaps that move customers from first activation to scaled adoption across Now Assist, AI Agents, AI specialists, and the Otto experience as it rolls out, sequencing quick wins against longer-term transformation milestones
• Lead AI value discovery and realization conversations, translating usage and adoption data into executive-ready business outcomes and building the case for continued AI investment
• Build AI business cases and adoption roadmaps with the account team, monitor consumption, and intervene proactively when adoption stalls
• Advise customers on the Assist consumption model, including how agentic and headless activity affects forecasting and expansion planning
• Provide AI governance advisory (responsible AI policy frameworks, data classification guidance, executive steering committee charters), including how to govern agents and external AI integrations through AI Control Tower and AI Gateway, aligned to regulatory, privacy, and compliance requirements
• Lead organizational change management planning for AI initiatives, including stakeholder impact assessments, adoption communications, and role-based training, with attention to how roles change as AI agents take on end-to-end work
• Partner with AI Architects to shape the joint solution approach, with strategists leading business alignment and architects leading technical implementation
• Build trusted relationships with senior business executives and own executive stakeholder alignment on AI strategy
• Support sales activity proactively, including contributing to presales strategy documents and driving Expert Services leads for AI strategy engagements. PACE is a post-sale organization, so this role influences sales rather than owning it
• Contribute to thought leadership, white papers, knowledge base articles, and strategic advisory frameworks that scale AI strategy expertise
• Develop and refine techniques, including ROI models, business case frameworks, and outcome dashboards, that demonstrate AI value to business stakeholders
• Contribute to reusable digital assets, playbooks, and enablement tools for internal teams, partners, and customers