Principal Product Success Manager – HRSD

. Serve as a highest-tier HR Service Delivery (HRSD) product expert .

Posted 11/12/2026full-timeRemote • Illinois • United StatesLead💰 $149,800 - $230,200 per yearWebsite

Tools & technologies

ServiceNow

Key responsibilities & impact

Serve as a highest-tier HR Service Delivery (HRSD) product expert
Lead strategic HRSD customers in adopting new innovations and realizing product value
Drive resolution of complex, high-impact global customer situations
Develop and execute implementation strategies to reduce time-to-value for CBS and HRSD suites
Support adoption of adjacent ServiceNow Core Business Workflow products
Serve as primary escalation point for critical issues unresolved by Support, Expert Services, or Impact teams
Partner with Product Management and R&D to provide field insights and influence the product roadmap
Act as HRSD ecosystem stakeholder and chief evangelist
Develop and deliver at-risk account recovery strategies
Identify at-risk HRSD accounts using Product Excellence tooling and AI-driven insights
Coordinate targeted interventions, D&L mitigation strategies, and tailored enablement plans
Align Customer Excellence Group, Sales, and Product teams to support value realization and renewals
Lead early adoption and pilot efforts for new CBW and HRSD releases
Collaborate with product teams to validate use cases and drive successful outcomes
Shape AI-led strategies aligned with the product roadmap
Scale specialized knowledge to support and upskill CEG, Expert Services, and Partner organizations

What you’ll need

Experience leveraging or critically thinking about integrating AI into work processes, decision-making, or problem-solving
Overall 5+ years of work experience with the ServiceNow platform
Minimum 3 years in a technical or techno-functional customer-facing role
Experience delivering ServiceNow HRSD product line implementations for large organizations
ServiceNow Certified System Administrator certification desired
Other ServiceNow Certified Implementation Specialist certifications desired, such as CTA
Strong ServiceNow platform knowledge
Ability to resolve technical issues and understand HR operations processes and KPIs
Experience shaping strategic programs across multiple business units
Deep platform and HRSD product expertise
Proven ability to lead complex, large-scale HRSD initiatives in global enterprise environments
Deep expertise and active presence in the HR industry
Excellent communication and interpersonal skills
Strong analytical and problem-solving skills
Ability to work effectively in a fast-paced, dynamic environment
Familiarity with Agile methodologies and experience working in an Agile environment
Ability to work independently and as part of a team
Experience working with cross-functional teams including product, process owners, engineers, sales, and marketing
Customer-focused mindset and commitment to high-quality results
Proven track record of driving business growth and customer satisfaction through innovative technology solutions

Comp & perks