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About Stitch Fix, Inc.

Stitch Fix (NASDAQ: SFIX) Stitch Fix is redefining retail by combining human creativity with advanced data science and Generative AI. As we build the future of personalized shopping, we’re equally committed to building yours.  We believe in investing in our team as much as our technology. Join us to be a trendsetter in the industry and help us redefine what’s possible for our clients, while we help you reach your full potential.

About the Role

The Client Support team at Stitch Fix is committed to delivering an exceptional client experience that is easy, helpful, and personalized. Our Client Support Operations team focuses on delivering high-quality service while continuously improving the effectiveness of our global support operations.

As a Client Support Team Lead, you will lead, develop, and motivate a remote team of 8–12 Client Support Coordinators responsible for delivering personalized service across phone, chat, and email. Reporting to the Client Support Manager, you will drive individual and team performance, strengthen service quality, and foster a collaborative, client-focused culture. You will balance day-to-day operational leadership with coaching, performance management, and continuous improvement while helping your team successfully navigate evolving business needs, processes, and technologies.

Responsibilities

• Lead and develop a high-performing Client Support team by managing 8–12 Coordinators, establishing clear expectations, delivering actionable coaching and performance feedback, and fostering an engaging, inclusive, and accountable remote team environment that prioritizes employee growth and exceptional client service.
• Drive individual and team performance by monitoring productivity, quality, client satisfaction, and employee behaviors; leveraging standardized documentation and performance-management practices; identifying opportunities for improvement; and implementing targeted coaching and development plans to achieve operational goals.
• Manage daily Client Support operations and escalations by overseeing workflows, scheduling, shift approvals, meetings, and reporting while ensuring appropriate team coverage, operational consistency, and timely resolution of complex or sensitive client concerns.
• Lead change adoption and continuous improvement initiatives by translating organizational priorities into actionable team plans, supporting the implementation of new processes and service strategies, developing peer coaches, and partnering cross-functionally to improve the client experience and operational effectiveness.
• Strengthen team capabilities and operational efficiency through technology and collaboration by supporting recruiting and candidate assessment, contributing to cross-functional Client Support programs, and leveraging AI, reporting tools, and emerging technologies to identify trends, improve coaching effectiveness, streamline workflows, and enhance team performance.

About You

This is what you’ll need to succeed in this role from day 1.

Requirements

• 4+ years of customer or client support experience across multiple service channels, including phone, email, and chat, with at least 2–3 years of experience directly leading client-facing teams.
• Demonstrated experience coaching, developing, and managing individual contributors, including establishing performance expectations, delivering feedback, addressing performance concerns, and building engaged, resilient teams.
• Strong understanding of customer support performance metrics, including productivity, quality, and client satisfaction, with the ability to analyze performance trends and translate insights into actionable coaching and operational improvements.
• Experience managing daily team operations, including workflow coordination, scheduling, shift approvals, meetings, and performance reporting in a fast-paced service environment.
• Exceptional written and verbal communication skills, with the ability to provide clear direction, navigate challenging conversations, resolve escalations, and build productive relationships across teams.
• Strong organizational, time-management, and problem-solving skills, with the ability to independently manage competing priorities, exercise sound judgment, and lead teams through ambiguity and change.
• Experience leading remote teams through personalized coaching, intentional engagement, and effective performance-management practices.
• Comfort working with customer support platforms, performance-management systems, project-management tools, and AI-enabled technologies to improve team effectiveness and operational outcomes.
• Ability to provide on-call support outside standard business hours as needed for urgent client escalations, operational issues, or brand-sensitive situations.
• This position may require the ability to sit for extended periods of time, use a computer or other office equipment, and communicate effectively, both verbally and in writing.

Nice to Have

• Experience using Freshservice or comparable customer support and ticket-management platforms.
• Experience supporting recruiting, interviewing, and selection of customer support professionals.
• Experience implementing change-management initiatives, new service processes, or technology improvements within a customer support organization.
• Experience developing peer-coaching programs, facilitating team learning, or supporting employee development initiatives.
• Experience contributing to cross-functional customer experience programs, such as social care, client engagement, or service improvement initiatives.
• Experience using AI-enabled tools to improve coaching, reporting, workflow management, or customer support operations.

You’ll love working at Stitch Fix because you will…

• Fuse human creativity and styling expertise to redefine personalized retail.
• Set a high bar for our craft and drive measurable impact across fashion, tech, and data science.
• Actively leverage AI and modern tech to evolve how work gets done.
• Lead with innovation, think boldly, and aren’t afraid to challenge conventional retail norms.
• Win together in a collaborative, low-ego environment where diverse perspectives are celebrated.
• Be client obsessed by putting our customers at the heart of every decision to deliver unmatched personalization and trust.
• Support our team with competitive compensation packages, comprehensive benefits, and meaningful career growth.

Compensation and Benefits

This role will receive a competitive salary and benefits. The salary for US-based employees hired into this role will be aligned with the range below, which includes our three geographic areas. A variety of factors are considered when determining someone’s compensation–including a candidate’s professional background, experience, location, and performance. In addition, the position is eligible for medical, dental, vision, and other benefits. Applicants should apply via our internal or external careers site.

Salary Range

$60,000—$95,000 USD

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Please review Stitch Fix’s US Applicant Privacy Policy and Notice at Collection here: https://stitchfix.com/careers/workforce-applicant-privacy-policy

Recruiting Fraud Alert:

To all candidates: your personal information and online safety are top of mind for us.  At Stitch Fix, recruiters only direct candidates to apply through our official career pages at https://www.stitchfix.com/careers/jobs or https://web.fountain.com/c/stitch-fix.

Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers. If you are unsure if a message is from Stitch Fix, please email careers@stitchfix.com.

Job Highlights:

• AdAge and Inc Magazine have named Silverback one of the best places to work.

• We are hiring an Associate Director of Client Services.

• Salary band is $120k-$160k with legit bonus and benefits.

• This is an opportunity to make a big impact at a smaller agency.

Today, we’re looking for an Associate Director, Client Services to join our team. Our new Associate Director will serve as the strategic lead and trusted advisor for a portfolio of some of Silverback’s most important client relationships. You’ll own client health from end to end: understanding each client’s business, connecting marketing performance to real business outcomes, spotting risk before it turns into churn, and finding the next opportunity to grow the partnership.

This isn’t a hands-on-keys role. You won’t be building campaigns in Google Ads or Meta, but you’ll need to understand what those platforms are telling you, and what they’re not. You’ll work alongside our Paid Media, SEO, Measurement, and Creative teams to turn performance data into a clear story for clients, and you’ll partner with delivery teams to make sure every account is both successful for the client and healthy for Silverback. This role is ideal for a seasoned client services leader who thrives on big-picture thinking, loves a good puzzle, and wants a real seat at the table.

Here’s what we expect from our Associate Director, Client Services.

—What You’ll Do—

• Client Strategy: Understand each client’s business and marketing performance through data analysis, and develop cross-functional marketing strategies that ladder up to their business goals.
• Performance Analysis: Analyze paid media performance across your portfolio by triangulating data from Google Ads, Meta Ads, Google Analytics, and client CRMs. When platform-reported conversions don’t match pipeline in the CRM, you’re the one who figures out why and explains it clearly.
• Client Care: Build healthy, long-lasting client relationships through active listening and follow-through. Proactively monitor positive and negative client feedback to identify and mitigate churn risk before it affects the relationship.
• Client Retention & Growth: Own retention and revenue growth for your portfolio. Identify strategic upsell and cross-sell opportunities, partner with our sales team on expansions, and lead the way through crisis moments with steady, solutions-first communication.
• Delivery Margin Management: Partner with delivery teams to build 3-month rolling plans that balance client performance goals with margin targets. When an account is off track, dig into the root cause and resolve it through process changes, expectation resets, or rescopes.
• Process Improvement: Regularly surface opportunities to improve how we work, whether that means increasing client value, eliminating waste, or making our people’s jobs easier.
• Client Innovation: Stay on top of changes in the marketing industry, understand how they impact your clients, and help clients navigate and capitalize on that change. Turn client wins into case studies that fuel our marketing.
• Thought Leadership: Contribute a weekly news insight and point of view to keep our team and clients ahead of the curve.

—What We’re Looking For—

• Years of Experience: 7+ years of client services, account management, or client strategy experience, with at least 4 years at a digital or performance marketing agency. Previous agency experience is a must-have.
• Paid Media Fluency: You don’t need to be a platform expert, but you need to speak the language. You’re comfortable with the metrics Google Ads, Meta Ads, Google Analytics, and CRMs report out, and you know how to triangulate them to find the real story.
• Deductive Reasoning: When something doesn’t add up, you work the problem. You connect the dots across data sources, client conversations, and team input to get to the root cause and the right next step.
• Communication: Your verbal and written communication is sharp, clear, and confident. You can explain a complex performance story to a CMO in plain English and write an email that gets a stalled decision moving.
• Self-Awareness: You know your strengths, own your blind spots, and actively seek feedback. You read the room well, both with clients and with your team.
• Big-Picture Thinking: You see how a single campaign ties to a client’s revenue, how one account ties to the health of the portfolio, and how the portfolio ties to Silverback’s growth.
• Intellectual Curiosity: You ask “why” until you get to something useful. You’re energized by learning your clients’ businesses, industries, and what’s changing in marketing.
• Comfort with Ambiguity: You don’t need a perfect playbook to take action. You make sound calls with incomplete information and adjust as things evolve.
• Resilience: Tough client moments, shifting priorities, and bad news don’t knock you off course. You stay steady, solutions-focused, and ready for the next challenge.

—Why Silverback?—

• Silverback isn’t for everybody. If you’re an A player, you will get paid more, learn more and grow faster with support from a smart and fun team. If you’re a B player, you will be miserable.
• Make an impact: We’re a small agency. Everybody has the opportunity to drive change and impact.
• Get paid: We hire the best and pay them generously.
• Do cool shit: From media to SEO to measurement, learn the cutting edge of what works.

—Benefits & Perks—

• Unlimited PTO
• Comprehensive health, dental, and vision plans
• Virtual Team Events and a fun, casual, inclusive company culture
• Company-paid ClassPass membership
• 12 weeks of Paid Parental Leave
• Summer Fridays
• 401(k) with Employer Match

—Work Environment—

• We’re a fully remote agency with employees working across the continental United States. At Silverback, you’ll be part of a remote work culture that emphasizes smooth, productive online communication.
• We at Silverback pride ourselves on being an extremely tight-knit team. We boast an unparalleled culture of collaboration, empathy, and a truly “work hard, play hard” mentality.
• Ad Age, Inc. Magazine and The Washington Post have named Silverback one of the best places to work in the Country and our CEO is a DIGIDAY Top Boss. Apply today & discover for yourself what makes Silverback Strategies such a special place to work. We can’t wait to hear from you!

$120,000 - $160,000 a year

Silverback Strategies is an equal opportunity employer. If you believe you meet the qualifications for the position, then we invite you to apply. We celebrate the free flow of conversation, ideas and opinions at Silverback, but actions such as bullying, discrimination, harassment or retaliation of any kind are strictly prohibited in our workplace. We are committed to providing a safe, open and accommodating environment that allows all of our team members to thrive. Employment decisions are made without regard to age, color, disability, family, genetic information, origin, race, religion, sex. For more information, we invite you to visit eeoc.gov .

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Job Highlights:

• AdAge and Inc Magazine have named Silverback one of the best places to work.

• We are hiring an Associate Director of Client Services.

• Salary band is $120k-$160k with legit bonus and benefits.

• This is an opportunity to make a big impact at a smaller agency.

Today, we’re looking for an Associate Director, Client Services to join our team. Our new Associate Director will serve as the strategic lead and trusted advisor for a portfolio of some of Silverback’s most important client relationships. You’ll own client health from end to end: understanding each client’s business, connecting marketing performance to real business outcomes, spotting risk before it turns into churn, and finding the next opportunity to grow the partnership.

This isn’t a hands-on-keys role. You won’t be building campaigns in Google Ads or Meta, but you’ll need to understand what those platforms are telling you, and what they’re not. You’ll work alongside our Paid Media, SEO, Measurement, and Creative teams to turn performance data into a clear story for clients, and you’ll partner with delivery teams to make sure every account is both successful for the client and healthy for Silverback. This role is ideal for a seasoned client services leader who thrives on big-picture thinking, loves a good puzzle, and wants a real seat at the table.

Here’s what we expect from our Associate Director, Client Services.

—What You’ll Do—

• Client Strategy: Understand each client’s business and marketing performance through data analysis, and develop cross-functional marketing strategies that ladder up to their business goals.
• Performance Analysis: Analyze paid media performance across your portfolio by triangulating data from Google Ads, Meta Ads, Google Analytics, and client CRMs. When platform-reported conversions don’t match pipeline in the CRM, you’re the one who figures out why and explains it clearly.
• Client Care: Build healthy, long-lasting client relationships through active listening and follow-through. Proactively monitor positive and negative client feedback to identify and mitigate churn risk before it affects the relationship.
• Client Retention & Growth: Own retention and revenue growth for your portfolio. Identify strategic upsell and cross-sell opportunities, partner with our sales team on expansions, and lead the way through crisis moments with steady, solutions-first communication.
• Delivery Margin Management: Partner with delivery teams to build 3-month rolling plans that balance client performance goals with margin targets. When an account is off track, dig into the root cause and resolve it through process changes, expectation resets, or rescopes.
• Process Improvement: Regularly surface opportunities to improve how we work, whether that means increasing client value, eliminating waste, or making our people’s jobs easier.
• Client Innovation: Stay on top of changes in the marketing industry, understand how they impact your clients, and help clients navigate and capitalize on that change. Turn client wins into case studies that fuel our marketing.
• Thought Leadership: Contribute a weekly news insight and point of view to keep our team and clients ahead of the curve.

—What We’re Looking For—

• Years of Experience: 7+ years of client services, account management, or client strategy experience, with at least 4 years at a digital or performance marketing agency. Previous agency experience is a must-have.
• Paid Media Fluency: You don’t need to be a platform expert, but you need to speak the language. You’re comfortable with the metrics Google Ads, Meta Ads, Google Analytics, and CRMs report out, and you know how to triangulate them to find the real story.
• Deductive Reasoning: When something doesn’t add up, you work the problem. You connect the dots across data sources, client conversations, and team input to get to the root cause and the right next step.
• Communication: Your verbal and written communication is sharp, clear, and confident. You can explain a complex performance story to a CMO in plain English and write an email that gets a stalled decision moving.
• Self-Awareness: You know your strengths, own your blind spots, and actively seek feedback. You read the room well, both with clients and with your team.
• Big-Picture Thinking: You see how a single campaign ties to a client’s revenue, how one account ties to the health of the portfolio, and how the portfolio ties to Silverback’s growth.
• Intellectual Curiosity: You ask “why” until you get to something useful. You’re energized by learning your clients’ businesses, industries, and what’s changing in marketing.
• Comfort with Ambiguity: You don’t need a perfect playbook to take action. You make sound calls with incomplete information and adjust as things evolve.
• Resilience: Tough client moments, shifting priorities, and bad news don’t knock you off course. You stay steady, solutions-focused, and ready for the next challenge.

—Why Silverback?—

• Silverback isn’t for everybody. If you’re an A player, you will get paid more, learn more and grow faster with support from a smart and fun team. If you’re a B player, you will be miserable.
• Make an impact: We’re a small agency. Everybody has the opportunity to drive change and impact.
• Get paid: We hire the best and pay them generously.
• Do cool shit: From media to SEO to measurement, learn the cutting edge of what works.

—Benefits & Perks—

• Unlimited PTO
• Comprehensive health, dental, and vision plans
• Virtual Team Events and a fun, casual, inclusive company culture
• Company-paid ClassPass membership
• 12 weeks of Paid Parental Leave
• Summer Fridays
• 401(k) with Employer Match

—Work Environment—

• We’re a fully remote agency with employees working across the continental United States. At Silverback, you’ll be part of a remote work culture that emphasizes smooth, productive online communication.
• We at Silverback pride ourselves on being an extremely tight-knit team. We boast an unparalleled culture of collaboration, empathy, and a truly “work hard, play hard” mentality.
• Ad Age, Inc. Magazine and The Washington Post have named Silverback one of the best places to work in the Country and our CEO is a DIGIDAY Top Boss. Apply today & discover for yourself what makes Silverback Strategies such a special place to work. We can’t wait to hear from you!

$120,000 - $160,000 a year

Silverback Strategies is an equal opportunity employer. If you believe you meet the qualifications for the position, then we invite you to apply. We celebrate the free flow of conversation, ideas and opinions at Silverback, but actions such as bullying, discrimination, harassment or retaliation of any kind are strictly prohibited in our workplace. We are committed to providing a safe, open and accommodating environment that allows all of our team members to thrive. Employment decisions are made without regard to age, color, disability, family, genetic information, origin, race, religion, sex. For more information, we invite you to visit eeoc.gov .

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Job Highlights:

• AdAge and Inc Magazine have named Silverback one of the best places to work.

• We are hiring an Associate Director of Client Services.

• Salary band is $120k-$160k with legit bonus and benefits.

• This is an opportunity to make a big impact at a smaller agency.

Today, we’re looking for an Associate Director, Client Services to join our team. Our new Associate Director will serve as the strategic lead and trusted advisor for a portfolio of some of Silverback’s most important client relationships. You’ll own client health from end to end: understanding each client’s business, connecting marketing performance to real business outcomes, spotting risk before it turns into churn, and finding the next opportunity to grow the partnership.

This isn’t a hands-on-keys role. You won’t be building campaigns in Google Ads or Meta, but you’ll need to understand what those platforms are telling you, and what they’re not. You’ll work alongside our Paid Media, SEO, Measurement, and Creative teams to turn performance data into a clear story for clients, and you’ll partner with delivery teams to make sure every account is both successful for the client and healthy for Silverback. This role is ideal for a seasoned client services leader who thrives on big-picture thinking, loves a good puzzle, and wants a real seat at the table.

Here’s what we expect from our Associate Director, Client Services.

—What You’ll Do—

• Client Strategy: Understand each client’s business and marketing performance through data analysis, and develop cross-functional marketing strategies that ladder up to their business goals.
• Performance Analysis: Analyze paid media performance across your portfolio by triangulating data from Google Ads, Meta Ads, Google Analytics, and client CRMs. When platform-reported conversions don’t match pipeline in the CRM, you’re the one who figures out why and explains it clearly.
• Client Care: Build healthy, long-lasting client relationships through active listening and follow-through. Proactively monitor positive and negative client feedback to identify and mitigate churn risk before it affects the relationship.
• Client Retention & Growth: Own retention and revenue growth for your portfolio. Identify strategic upsell and cross-sell opportunities, partner with our sales team on expansions, and lead the way through crisis moments with steady, solutions-first communication.
• Delivery Margin Management: Partner with delivery teams to build 3-month rolling plans that balance client performance goals with margin targets. When an account is off track, dig into the root cause and resolve it through process changes, expectation resets, or rescopes.
• Process Improvement: Regularly surface opportunities to improve how we work, whether that means increasing client value, eliminating waste, or making our people’s jobs easier.
• Client Innovation: Stay on top of changes in the marketing industry, understand how they impact your clients, and help clients navigate and capitalize on that change. Turn client wins into case studies that fuel our marketing.
• Thought Leadership: Contribute a weekly news insight and point of view to keep our team and clients ahead of the curve.

—What We’re Looking For—

• Years of Experience: 7+ years of client services, account management, or client strategy experience, with at least 4 years at a digital or performance marketing agency. Previous agency experience is a must-have.
• Paid Media Fluency: You don’t need to be a platform expert, but you need to speak the language. You’re comfortable with the metrics Google Ads, Meta Ads, Google Analytics, and CRMs report out, and you know how to triangulate them to find the real story.
• Deductive Reasoning: When something doesn’t add up, you work the problem. You connect the dots across data sources, client conversations, and team input to get to the root cause and the right next step.
• Communication: Your verbal and written communication is sharp, clear, and confident. You can explain a complex performance story to a CMO in plain English and write an email that gets a stalled decision moving.
• Self-Awareness: You know your strengths, own your blind spots, and actively seek feedback. You read the room well, both with clients and with your team.
• Big-Picture Thinking: You see how a single campaign ties to a client’s revenue, how one account ties to the health of the portfolio, and how the portfolio ties to Silverback’s growth.
• Intellectual Curiosity: You ask “why” until you get to something useful. You’re energized by learning your clients’ businesses, industries, and what’s changing in marketing.
• Comfort with Ambiguity: You don’t need a perfect playbook to take action. You make sound calls with incomplete information and adjust as things evolve.
• Resilience: Tough client moments, shifting priorities, and bad news don’t knock you off course. You stay steady, solutions-focused, and ready for the next challenge.

—Why Silverback?—

• Silverback isn’t for everybody. If you’re an A player, you will get paid more, learn more and grow faster with support from a smart and fun team. If you’re a B player, you will be miserable.
• Make an impact: We’re a small agency. Everybody has the opportunity to drive change and impact.
• Get paid: We hire the best and pay them generously.
• Do cool shit: From media to SEO to measurement, learn the cutting edge of what works.

—Benefits & Perks—

• Unlimited PTO
• Comprehensive health, dental, and vision plans
• Virtual Team Events and a fun, casual, inclusive company culture
• Company-paid ClassPass membership
• 12 weeks of Paid Parental Leave
• Summer Fridays
• 401(k) with Employer Match

—Work Environment—

• We’re a fully remote agency with employees working across the continental United States. At Silverback, you’ll be part of a remote work culture that emphasizes smooth, productive online communication.
• We at Silverback pride ourselves on being an extremely tight-knit team. We boast an unparalleled culture of collaboration, empathy, and a truly “work hard, play hard” mentality.
• Ad Age, Inc. Magazine and The Washington Post have named Silverback one of the best places to work in the Country and our CEO is a DIGIDAY Top Boss. Apply today & discover for yourself what makes Silverback Strategies such a special place to work. We can’t wait to hear from you!

$120,000 - $160,000 a year

Silverback Strategies is an equal opportunity employer. If you believe you meet the qualifications for the position, then we invite you to apply. We celebrate the free flow of conversation, ideas and opinions at Silverback, but actions such as bullying, discrimination, harassment or retaliation of any kind are strictly prohibited in our workplace. We are committed to providing a safe, open and accommodating environment that allows all of our team members to thrive. Employment decisions are made without regard to age, color, disability, family, genetic information, origin, race, religion, sex. For more information, we invite you to visit eeoc.gov .

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Our team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud-based clinical platform. Since inception, we’ve been focused on building a delightful, world-class experience...

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

As a trusted C-Suite / executive level advisor on ServiceNow offerings, the Principal Customer Success Executive (PCSE) owns the post-sale customer relationship, aiming to increase customer satisfaction and drive retention through Impact delivery. Principal CSEs are experienced individuals who bring a consultative, problem-solving approach to partnering with senior customer stakeholders to derive value from our platforms. They demonstrate a strong understanding of customer’s industry and specific business strategies, driving alignment between these factors and what ServiceNow can offer to enable better business outcomes for their customers. This role drives business transformation by maximizing the long-term strategic value of ServiceNow and ensuring that every aspect of the customer’s platform and capability are ready for expansion.

They provide strategic direction and mentorship to both customers and ServiceNow teams managing complex, multi-workstream programs. They play a pivotal role in resolving escalations and mitigating risks, ensuring adoption and usage is maintained at healthy levels. Principal CSEs focus on ensuring the customer recognizes the value of the ServiceNow Platform at all levels and stages, facilitating a smooth path to both renewal and up- and cross-sell.

Overall, Principal CSEs are responsible for fostering the relationship with C-suite level stakeholders in a smaller number of strategically important Impact accounts, with the aim of increasing customer satisfaction and driving retention and upgrades, where applicable.

Job Responsibilities

Lead high-complexity transformations in our largest and most strategic customers, ensuring all ServiceNow Customer Excellence roles align and deliver in accordance with governance frameworks, customer objectives, and organizational priorities; ultimately chaperoning Impact value management and demonstrating strategic oversight.

Proactively identify professional services pipeline opportunities through product capabilities road mapping, value blueprints and adoption analysis, providing pre-sales support for funnel opportunities as requested.

Partner with Impact team members (e.g., Customer Success Managers) leveraging the joint visibility of customer insights to create executive-ready narratives.

Work with senior executives to shape and influence customer organizational strategy by identifying emerging trends, refining best practices, and aligning delivery approaches with evolving market demands, and providing industry-specific thought leadership.

Drive operational consistency and excellence by standardizing delivery methodologies and ensuring adherence to governance and quality standards, interfacing with Delivery as required.

Establish relationships with ServiceNow leaders, advocating for product evolution based on customer insights, and mentoring other Customer Success resources on transformation best practices.

Identify areas of risk and take steps to prevent customer or revenue churn.

Work closely with Sales Teams to define and execute product adoption and customer retention plans.

Provide prescriptive guidance on internal project/program governance and help the customer create the appropriate governance models and ensure adherence.

Help the customer identify incidents where contractual SLAs were missed and take necessary action.

Improve overall customer satisfaction, as well as the satisfaction of their internal customers.

Qualifications

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.

Significant experience collaborating with senior IT and business leaders, with a track record of successfully translating corporate strategy/objectives with the applied use of ServiceNow technology in the context of the client’s environment.

PMP preferred; project management experience required.

Minimum 15+ years in client-facing roles with a focus on account management, consulting, or transformation leadership. Experience in executive-level leadership roles, with a proven track record of influencing senior stakeholders and driving strategic outcomes, is strongly preferred.

Experience in any of the following critical subject areas, with a demonstrated history delivering consulting services:

IT Strategy and Planning

IT Operations and Management

Human Resources

Security Operations

Customer Service Management

IT Processes

IT Governance

IT Portfolio, Program and Project Management

IT Project Delivery (SDLC)

Experience with project problem diagnosis, solution development, client communications, facilitation of decision making, documentation, managing client expectations, and team leadership.

Independently leverages AI to optimize workflows, tailor customer solutions, and inform strategic decisions.

Articulates AI system design, ethical implications, and platform use cases clearly, guiding peers and stakeholders in responsible, value-driven AI adoption.

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. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal 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. 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 [email protected] 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. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

About Us:

Spreedly is the Intelligent Payments Platform for businesses that want to own their payments strategy. Founded in 2007 and headquartered in Durham, NC, we give merchants, platforms, and fintechs a single API to connect to 150+ payment gateways and 40+ payment methods across 100+ countries, along with the intelligence to decide where every transaction should go. We’re vendor-agnostic by design. Our customers choose their providers, keep their payment data portable, and never have to rebuild their stack to adopt something new.

Payments are getting more complex, not less. Every new market, payment method, fraud tool, and now every AI agent checking out on a shopper’s behalf adds another integration and another decision. Spreedly turns that complexity into an advantage. Our PCI Level 1 vault keeps cards and network tokens portable across providers. Smart routing and retries recover revenue lost to avoidable declines. Fraud and 3DS tools plug in with a single API call. And our payments intelligence turns transaction data into decisions merchants can act on. As agentic commerce moves from experiment to real sales channel, we’re building the infrastructure that lets merchants accept agent-initiated payments through the providers they already trust.

For the people who work here, that means hard technical problems at real scale, billions of dollars in annual transactions, at a moment when the rules of commerce are being rewritten. If you want ownership and work that shows up directly in your customers’ revenue, you’ll fit right in.

About the Role

Spreedly is looking for a Support Engineer to take on our most complex customer issues and bridge the gap between support and engineering. You’ll go beyond identifying a bug: you’ll investigate where it occurs, explain its impact, and give engineering the evidence and technical context needed to resolve it.

You’ll join an international support team that serves customers, partners, prospects, and internal colleagues. Our Tier 1 team provides round-the-clock support, while Tier 2 handles deeper technical investigations. This role brings additional engineering depth to that work, particularly in troubleshooting SDKs and complex payments integrations.

This is a hands-on, player-coach role. You’ll work directly on difficult cases while helping teammates develop their technical skills. We also want this hire to help lay the foundation for a potential Tier 3 support function. That expansion and any future team leadership role are subject to leadership approval, rather than guaranteed next steps.

We expect roughly 60% of your time to focus on complex customer tickets, most of them from our top-tier accounts. The remaining time will involve retrospectives, customer advocacy, cross-functional projects, and coaching.

Responsibilities

• Own complex technical investigations, particularly for our top-tier customer accounts. Read and navigate source code, analyze logs, and inspect API and SDK behavior to pinpoint issues.

• Reproduce customer issues in test environments so findings are confirmed before they reach engineering.

• Build clear, actionable engineering escalations that explain the problem, where it occurs, and potential approaches to resolving it, with engineering retaining final decisions on changes.

• Bring SDK troubleshooting expertise to support for our Checkout SDK and share that knowledge across the team in collaboration with engineering.

• Help manage incidents and keep customers informed, translating technical findings into clear explanations and advocating for their needs across departments.

• Identify recurring patterns across cases, lead retrospectives, and turn findings into improvements that prevent repeat issues and reduce prolonged back-and-forth with engineering.

• Improve documentation, share investigation techniques, and coach support teammates through unfamiliar technical problems.

• Take ownership of cross-functional projects, from defining the problem through completing and rolling out the work.

Candidate Requirements

• A foundation in software development through professional experience, coding education, or another hands-on path, with the ability to investigate code and explain technical findings.

• Experience troubleshooting SDKs and working with APIs, including understanding how integrations behave in a web environment.

• Customer-facing technical experience and the ability to communicate clearly with customers during complex or prolonged investigations.

• The ability to coach others and lead work without formal authority. You don’t need a previous management title, but you should be able to guide teammates and collaborate effectively with engineering.

• Independent problem-solving and project ownership: you can work through ambiguity, move an investigation forward, and know when to bring others in.

• Payments experience is strongly preferred because it will help you ramp quickly into complex customer cases. We’re also open to candidates who can demonstrate the technical depth and learning ability to succeed without a payments background.

Additional Skills We Value

• Familiarity with Ruby on Rails and SDKs across React, Android, or iOS.

• Creating support processes, technical content, or tooling, including practical applications of AI in support.

• Experience with Zendesk, Jira, or similar ticketing systems.

• Spanish-language proficiency

We Offer Our US-Based Employees:

• Competitive salary + Equity
• Outstanding Medical and Dental benefits, including 100% employer-paid option
• Company-paid Life and Disability insurance
• Optional vision and supplemental insurance options, and various Flexible Spending Accounts (FSA)
• Open Paid Time Off policy + 12 weeks of paid leave for new parents
• Matching 401(k) plan (5% up to $5,000 yearly)
• $1,000 annual professional development stipend
• Monthly home working/digital lifestyle stipend, new MacBook, and one-time accessory reimbursement
• Access to company-paid professional coaching service
• Visits to HQ in Durham, North Carolina for remote employee

Spreedly Product Offering:

Spreedly provides an open payments platform. The platform’s connectivity provides payments performance. Key products and services include:

Connect— A unified API that integrates with hundreds of payment gateways, processors, and alternative payment methods worldwide, including digital wallets. Merchants access the global payments ecosystem through one connection.

Vault — A PCI-compliant secure repository for payment methods. Merchants store card data once and reuse it across any payment service, reducing PCI scope and protecting cardholder data at scale.

Optimize— Workflow-driven routing and retry logic that directs each transaction to the best-performing gateway in real time. On average, 7.9% of failed transactions succeed immediately when retried on a secondary gateway. This is where merchants recover lost revenue and increase authorization success rates.

Protect— A flexible fraud and authentication layer, incorporating advanced fraud tools and 3DS. Following Spreedly’s acquisition of Dodgeball in September 2025, fraud orchestration and payment optimization now operate within the same platform.

Resolve— Centralized management and reporting that reduces operational silos, strengthens security, and improves billing control across a merchant’s entire payment operation.

More Coming Soon! - Keep your eyes peeled for a new product launch by EOY ‘26

–

What It’s Like to Work Here:

We describe our team as “Spreedlings”: diverse, forward-thinking, and driven by a shared belief that a more open payments ecosystem benefits everyone. The company operates with a culture built on transparency, courageous collaboration, and self-driven leadership. The team values simplicity in both product and process, and approaches problem-solving with genuine curiosity.

–

We champion the ethical, creative use of AI—if you’re someone who pairs human judgment with modern AI tools to work smarter and drive bigger impact, you’ll thrive here.

–

Spreedly is an equal opportunity employer. We are committed to fostering, cultivating, and preserving a culture of diversity, equity, inclusion, and belonging. We actively work to drive out even unintentional discrimination in our hiring processes via practices like blindly graded work samples, structured interviews, and diversity awareness training.

Due to the sensitive nature of what Spreedly does - handling payment data - finalist candidates must complete a successful background and reference check.

At this time Spreedly is unable to provide sponsorship for employment, and we are not set up to support remote employees who reside in New York. In order to be considered for employment, applicants must be currently legally authorized to work in the job location country and not require future sponsorship in order to continue working in that country.

We appreciate your interest in our company. Because of the high volume of resume flow, we may only respond to those candidates that we think will be a potential fit.

–

#LI-AE1

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

About Us:

Spreedly is the Intelligent Payments Platform for businesses that want to own their payments strategy. Founded in 2007 and headquartered in Durham, NC, we give merchants, platforms, and fintechs a single API to connect to 150+ payment gateways and 40+ payment methods across 100+ countries, along with the intelligence to decide where every transaction should go. We’re vendor-agnostic by design. Our customers choose their providers, keep their payment data portable, and never have to rebuild their stack to adopt something new.

Payments are getting more complex, not less. Every new market, payment method, fraud tool, and now every AI agent checking out on a shopper’s behalf adds another integration and another decision. Spreedly turns that complexity into an advantage. Our PCI Level 1 vault keeps cards and network tokens portable across providers. Smart routing and retries recover revenue lost to avoidable declines. Fraud and 3DS tools plug in with a single API call. And our payments intelligence turns transaction data into decisions merchants can act on. As agentic commerce moves from experiment to real sales channel, we’re building the infrastructure that lets merchants accept agent-initiated payments through the providers they already trust.

For the people who work here, that means hard technical problems at real scale, billions of dollars in annual transactions, at a moment when the rules of commerce are being rewritten. If you want ownership and work that shows up directly in your customers’ revenue, you’ll fit right in.

About the Role

Spreedly is looking for a Support Engineer to take on our most complex customer issues and bridge the gap between support and engineering. You’ll go beyond identifying a bug: you’ll investigate where it occurs, explain its impact, and give engineering the evidence and technical context needed to resolve it.

You’ll join an international support team that serves customers, partners, prospects, and internal colleagues. Our Tier 1 team provides round-the-clock support, while Tier 2 handles deeper technical investigations. This role brings additional engineering depth to that work, particularly in troubleshooting SDKs and complex payments integrations.

This is a hands-on, player-coach role. You’ll work directly on difficult cases while helping teammates develop their technical skills. We also want this hire to help lay the foundation for a potential Tier 3 support function. That expansion and any future team leadership role are subject to leadership approval, rather than guaranteed next steps.

We expect roughly 60% of your time to focus on complex customer tickets, most of them from our top-tier accounts. The remaining time will involve retrospectives, customer advocacy, cross-functional projects, and coaching.

Responsibilities

• Own complex technical investigations, particularly for our top-tier customer accounts. Read and navigate source code, analyze logs, and inspect API and SDK behavior to pinpoint issues.

• Reproduce customer issues in test environments so findings are confirmed before they reach engineering.

• Build clear, actionable engineering escalations that explain the problem, where it occurs, and potential approaches to resolving it, with engineering retaining final decisions on changes.

• Bring SDK troubleshooting expertise to support for our Checkout SDK and share that knowledge across the team in collaboration with engineering.

• Help manage incidents and keep customers informed, translating technical findings into clear explanations and advocating for their needs across departments.

• Identify recurring patterns across cases, lead retrospectives, and turn findings into improvements that prevent repeat issues and reduce prolonged back-and-forth with engineering.

• Improve documentation, share investigation techniques, and coach support teammates through unfamiliar technical problems.

• Take ownership of cross-functional projects, from defining the problem through completing and rolling out the work.

Candidate Requirements

• A foundation in software development through professional experience, coding education, or another hands-on path, with the ability to investigate code and explain technical findings.

• Experience troubleshooting SDKs and working with APIs, including understanding how integrations behave in a web environment.

• Customer-facing technical experience and the ability to communicate clearly with customers during complex or prolonged investigations.

• The ability to coach others and lead work without formal authority. You don’t need a previous management title, but you should be able to guide teammates and collaborate effectively with engineering.

• Independent problem-solving and project ownership: you can work through ambiguity, move an investigation forward, and know when to bring others in.

• Payments experience is strongly preferred because it will help you ramp quickly into complex customer cases. We’re also open to candidates who can demonstrate the technical depth and learning ability to succeed without a payments background.

Additional Skills We Value

• Familiarity with Ruby on Rails and SDKs across React, Android, or iOS.

• Creating support processes, technical content, or tooling, including practical applications of AI in support.

• Experience with Zendesk, Jira, or similar ticketing systems.

• Spanish-language proficiency

We Offer Our US-Based Employees:

• Competitive salary + Equity
• Outstanding Medical and Dental benefits, including 100% employer-paid option
• Company-paid Life and Disability insurance
• Optional vision and supplemental insurance options, and various Flexible Spending Accounts (FSA)
• Open Paid Time Off policy + 12 weeks of paid leave for new parents
• Matching 401(k) plan (5% up to $5,000 yearly)
• $1,000 annual professional development stipend
• Monthly home working/digital lifestyle stipend, new MacBook, and one-time accessory reimbursement
• Access to company-paid professional coaching service
• Visits to HQ in Durham, North Carolina for remote employee

Spreedly Product Offering:

Spreedly provides an open payments platform. The platform’s connectivity provides payments performance. Key products and services include:

Connect— A unified API that integrates with hundreds of payment gateways, processors, and alternative payment methods worldwide, including digital wallets. Merchants access the global payments ecosystem through one connection.

Vault — A PCI-compliant secure repository for payment methods. Merchants store card data once and reuse it across any payment service, reducing PCI scope and protecting cardholder data at scale.

Optimize— Workflow-driven routing and retry logic that directs each transaction to the best-performing gateway in real time. On average, 7.9% of failed transactions succeed immediately when retried on a secondary gateway. This is where merchants recover lost revenue and increase authorization success rates.

Protect— A flexible fraud and authentication layer, incorporating advanced fraud tools and 3DS. Following Spreedly’s acquisition of Dodgeball in September 2025, fraud orchestration and payment optimization now operate within the same platform.

Resolve— Centralized management and reporting that reduces operational silos, strengthens security, and improves billing control across a merchant’s entire payment operation.

More Coming Soon! - Keep your eyes peeled for a new product launch by EOY ‘26

–

What It’s Like to Work Here:

We describe our team as “Spreedlings”: diverse, forward-thinking, and driven by a shared belief that a more open payments ecosystem benefits everyone. The company operates with a culture built on transparency, courageous collaboration, and self-driven leadership. The team values simplicity in both product and process, and approaches problem-solving with genuine curiosity.

–

We champion the ethical, creative use of AI—if you’re someone who pairs human judgment with modern AI tools to work smarter and drive bigger impact, you’ll thrive here.

–

Spreedly is an equal opportunity employer. We are committed to fostering, cultivating, and preserving a culture of diversity, equity, inclusion, and belonging. We actively work to drive out even unintentional discrimination in our hiring processes via practices like blindly graded work samples, structured interviews, and diversity awareness training.

Due to the sensitive nature of what Spreedly does - handling payment data - finalist candidates must complete a successful background and reference check.

At this time Spreedly is unable to provide sponsorship for employment, and we are not set up to support remote employees who reside in New York. In order to be considered for employment, applicants must be currently legally authorized to work in the job location country and not require future sponsorship in order to continue working in that country.

We appreciate your interest in our company. Because of the high volume of resume flow, we may only respond to those candidates that we think will be a potential fit.

–

#LI-AE1

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Headquarters: Remote (US)

Gong harnesses the power of AI to transform how revenue teams win. The Gong Revenue AI Operating System unifies data, insights, and workflows into a single, trusted system that observes, guides, and acts alongside the world’s most successful revenue teams. Powered by the Gong Revenue Graph, AI-powered intelligence, specialized agents, and trusted applications, Gong helps more than 5,000 companies around the world deeply understand their teams and customers, automate critical sales workflows, and close more deals with less effort. For more information, visit www.gong.io.

At Gong, you will join a company built on innovative products, ambitious goals, and passionate people. We are shaping the future of revenue intelligence and we want people who are excited to build what comes next. You will work with a team that dreams big, moves fast, and cares deeply about the craft and about each other. Here, transparency and trust are core to how we operate, and every person has the opportunity to make a visible impact. If you want to grow, stretch, and do work that truly matters, Gong is the place to do the best work of your career.

Lead Enterprise Revenue Architects at Gong are strategic partners to our largest customers. Focused on driving revenue transformation from Gong’s AI Operating System. You’ll guide executive stakeholders and operational teams to drive revenue with Gong by architecting workflows, accelerating adoption, and realizing business results across the entire revenue lifecycle.

You will combine a deep understanding of how revenue teams operate with leading change management strategy to help customers operationalise the use of Gong into tangible business results. Your success is measured by activation and adoption, key persona engagement, customer value realization, and revenue impact (retention and expansion).

RESPONSIBILITIES

• Revenue Transformation Strategy: Partner with senior GTM leaders to design and execute strategies that modernize their revenue operations through Gong’s AIOS
• Workflow Architecture: Map current-state customer processes to AI-driven workflows that translate to revenue outcomes
• Adoption and Change Management: Execute adoption initiatives that drive behavior change and embed Gong into daily team rhythms
• Value Realization: Use data-driven insights to quantify measurable business outcomes that demonstrate Gong’s ROI and strategic value
• Renewal and Expansion Management: Own the renewal strategy and execution, partnering with cross-functional teams on growth
• Cross-Functional Collaboration: Partner with internal teams to ensure an exceptional customer experience throughout the entire customer journey

QUALIFICATIONS 

• 10+ years proven experience in managing complex enterprise accounts with multiple stakeholders
• Track record owning relationships with senior (VP and C-suite) stakeholders and owning value and ROI conversations
• Passion for driving customer centricity by leveraging internal stakeholders such as Sales, Product, Support, Marketing and executives
• Excellent communication, negotiation, and presentation skills.
• Data-driven mindset with a focus on delivering measurable outcomes.
• Passion for driving customer outcomes and contributing to a high performing and accountable work culture
• Our RAs are self-starters who excel in high paced environments and thrive in change and ambiguity. Our top performers have a growth mindset and pride themselves in being coachable. We are a team that values collaboration and winning together, enjoying the ride, and challenging conventional wisdom. If that’s you too, we want to hear from you!

PERKS & BENEFITS 

• We offer Gongsters a variety of medical, dental, and vision plans, designed to fit you and your family’s needs.
• Wellbeing Fund - flexible wellness stipend to support a healthy lifestyle.
• Mental Health benefits with covered therapy and coaching.
• 401(k) program to help you invest in your future.
• Education & learning stipend for personal growth and development.
• Flexible vacation time to promote a healthy work-life blend.
• Paid parental leave to support you and your family.
• Company-wide recharge days each quarter.
• Work from home stipend to help you succeed in a remote environment.

The annual OTE for this position is $148,000 - $225,000 USD. 

Compensation is based on factors unique to each candidate, including, but not limited to, job-related skills, qualification, education, experience, and location. At Gong, we have a location-based compensation structure, which means there may be a different range for candidates in other locations. The total compensation package for this position, in addition to base compensation, may include incentive compensation, bonus, equity, and benefits. Some of our sales compensation programs also offer the potential to achieve above targeted earnings for those who exceed their sales targets. 

We are always looking for outstanding Gongsters! So if this sounds like something that interests you regardless of compensation, please reach out. We may have more roles for you to consider and would love to connect.

We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Gong recruiting email communications will always come from the @gong.io domain. Any outreach claiming to be from Gong via other sources should be ignored.

Gong is an equal-opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, military status, genetic information, or any other basis protected by applicable law.

To review Gong's privacy policy, visit https://www.gong.io/gong-io-job-candidates-privacy-notice/ for more details.

To apply: https://weworkremotely.com/remote-jobs/gong-io-lead-enterprise-revenue-architect-customer-success

Afresh, the AI platform for grocery, began by tackling the most complex problem in the industry: fresh, and has evolved into the core AI platform for grocers.

By leveraging proprietary AI designed for high-volatility environments, we empower partners like Albertsons, Meijer, and Wakefern to drive smarter decisions across their entire enterprise.

Following record-breaking 70% revenue growth in 2025, we have scaled to 6 enterprise-grade solutions, with solutions live in over 10% of the U.S. grocery market. Our platform now orchestrates billions of decisions from the store floor to the distribution center and prevented over 200 million pounds of food waste last year alone.

If you’re looking for a role where your work directly translates into massive scale and social good, and you want to be part of the team that defines how the world eats, there is no better time to join us.

Afresh, the AI platform for grocery, began by tackling the most complex problem in the industry: fresh, and has evolved into the core AI platform for grocers.

By leveraging proprietary AI designed for high-volatility environments, we empower partners like Albertsons, Meijer, and Wakefern to drive smarter decisions across their entire enterprise.

Following record-breaking 70% revenue growth in 2025, we have scaled to 6 enterprise-grade solutions, with solutions live in over 10% of the U.S. grocery market. Our platform now orchestrates billions of decisions from the store floor to the distribution center and prevented over 200 million pounds of food waste last year alone.

If you’re looking for a role where your work directly translates into massive scale and social good, and you want to be part of the team that defines how the world eats, there is no better time to join us.

About the Role

As a Principal Support Engineer at Afresh, you are the person who understands how our platform actually behaves for our grocery partners. You have deep technical support, solutions, or data engineering experience, you communicate with equal clarity to a store director and a staff engineer, and you are excited to reduce fresh food waste in the grocery industry.

Support Engineering is the complex technical investigation arm of our Support organization —  the last stop for internal escalations to resolve customer-facing problems across all Afresh products. You will own the complex escalations that others cannot resolve and then work upstream to eliminate or minimize future recurrence; quantifying impact, building tooling and agentic AI workflows to deflect future volume, and then proactively driving the cross-functional efforts to eliminate the root cause.

This is a senior individual contributor role, and the scope of this role is deliberately broad. You will be handed goals rather than tasks and you are expected to quickly and autonomously develop deep expertise across our products and the complex data relationships behind them. You will own and lead initiatives from end to end, building influence and alignment with other teams to achieve your goals.

What You’ll Do

A typical week might involve building an agentic AI support workflow in Stylo, shipping a Claude skill that lets Tier 1 Support resolve issues with a new product feature, coordinating a team-wide investigation of data issues across 200 products, and then presenting the root cause analysis and measured impact of that investigation to Product and Data Engineering leadership. Specifically, you will:

• Own our most complex escalations end to end — data mapping defects, recommendation and forecast anomalies, and integration or data-feed failures
• Identify and lead large initiatives that deliver critical impact against department-level OKRs, such as raising our ticket deflection rate, reducing average handle time, or reducing escalations to cross-functional teams. You will work autonomously — scoping the work yourself, defining what success looks like, and communicating progress and blockers without being asked
• Define and report the numbers that prove impact: baseline before you build, quantify after, and publish on a regular cadence in channels where the appropriate teams and leaders can see it
• Build the tooling that removes the work — SQL and Python, Databricks and Looker dashboards and notebooks, Stylo workflows, Claude and Cowork skills, and lightweight automations that take manual effort off Tier 1 Support and Operations
• Drive cross-functional change with teams that don’t report to you, partnering with Solutions Engineering, Data Engineering, Product Engineering, and Operations to fix the systems generating ticket volume — securing shared ownership, holding regular communication cadence, and raising flags visibly when progress stalls
• Multiply the team rather than absorb its hardest work: mentor Tier 1 and Tier 2 engineers, lead training, and write the playbooks and source-of-truth documentation that let others resolve what only you can resolve today
• Be visible outside Support — present in Tech Demos, post data-driven updates in company-wide channels, join account reviews, and represent Support in cross-functional forums
• Master partner-specific behavior across our retailers and their banners, and serve as the escalation point when a judgment call needs to reach Product, Engineering, or the customer directly

What Will Make You a Great Fit

The following represent attributes our ideal candidate possesses. We encourage all highly-qualified candidates to apply, even if they do not fulfill all the listed criteria.

• 5+ years in technical support engineering, solutions engineering, data engineering, or a comparable role where you personally owned root-cause analysis on production data
• Advanced SQL. You reason comfortably about joins across large, imperfect datasets, and you validate findings against the authoritative source rather than the most convenient table
• Demonstrated ability to own complex cross-functional initiatives end to end and land them — including the uncomfortable parts: securing commitments from other teams, absorbing friction, and driving to a decision
• A measurement instinct. You define success numerically before you start, and you speak to results rather than activity
• Proficiency building with AI tools such as Claude or other agentic platforms, paired with sound judgment about where automation can be trusted and where it cannot
• Scripting ability in Python or similar to automate investigation and data work
• Clear, calm written communication, and the instinct to teach rather than correct when helping less experienced teammates
• Comfort with ambiguity and a bias toward shipping an imperfect, iterative solution over waiting for a complete one
• Self-direction. You source your own answers, set your own milestones, and do not need oversight to make progress

Nice to Have

• Grocery, retail, or supply chain domain knowledge — hands-on familiarity with ordering, replenishment, assortment, or fresh department operations is a significant advantage
• Experience with Databricks, Zendesk, Stylo, or workflow automation platforms
• Experience supporting ML-driven products, and the ability to distinguish whether an anomaly originates in data inputs, model behavior, or application logic
• A track record of mentoring engineers and raising the technical bar of a team

Salary Range in U.S.: $130k to $195k + meaningful early stage equity & benefits

Why You’ll Love Working at Afresh

At Afresh, our mission to eliminate food waste starts with investing in our people. We provide a comprehensive support system designed to help you do your best work while maintaining a healthy, balanced life.

• Comprehensive Health & Wellness: Comprehensive medical, dental, and vision coverage for you and your family, with the majority of premiums covered by Afresh. We also provide dedicated mental health support and counseling services.
• Invested in Your Future: Competitive base salary, meaningful equity (U.S. employees), and a 401(k) program with a generous company match.
• Flexible & Modern Workspace: Whether you work from home or a local office, we support your setup with a home office stipend and “Coworking Wallets” for flexible workspace access.
• Growth-Obsessed Culture: We believe in continuous learning. Every employee receives an annual professional development budget to master new skills and grow their career at Afresh.
• Holistic Monthly Stipends: Beyond your paycheck, we provide monthly stipends for “Betterment” (wellness/lifestyle) and telecommunications to ensure you have what you need to thrive.
• Time to Recharge: Flexible paid time off to take the time you need to recharge.

* Full-time U.S. employees are eligible for these benefits

About Afresh

Founded in 2017, Afresh is using AI to tackle the #1 solution to curb climate change: reducing food waste. By building AI specifically for the intricacies of grocery—from the fresh perimeter to the center store—we help grocers minimize waste and maximize sales.

Afresh sits at an incredible intersection of positive social impact, rocket ship financial growth, and cutting-edge technology. Our best-in-class AI research has been published in top journals, including ICML, and our investors include Al Gore’s Just Climate, former Whole Foods Market CEO Walter Robb, and Eric Schmidt’s Innovation Endeavors.

Grocery is the past, present, and future of our food system – the waste we create today will impact our planet for years to come. Join us as we continue to build a vibrant, diverse, and inclusive team that embodies our company’s values of proactivity, kindness, candor, and humility.

Afresh provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity/expression, marital status, pregnancy or related condition, or any other basis protected by law.

Here at Afresh, many of our employees work remotely provided that they reside in one of the following states: AL, AR, CA, CO, FL, GA, IL, KY, MA, MI, MT, MO, NV, NJ, NY, NC, OR, PA, TX, WA, UT, VA, WI.

Job DescriptionEvery day at FIS, innovators, problem solvers and changemakers work together to create technology that advances the world of finance.

DescriptionGuesty is the all-in-one platform helping hospitality businesses around the world automate, optimize, and scale their operations.

Improvado is an AI-powered marketing data platform built for mid-market and enterprise teams.

Company Description

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.

Join us to put AI to work for people.

Job Description

As a trusted C-Suite / executive level advisor on ServiceNow offerings, the Principal Customer Success Executive (PCSE) owns the post-sale customer relationship, aiming to increase customer satisfaction and drive retention through Impact delivery. Principal CSEs are experienced individuals who bring a consultative, problem-solving approach to partnering with senior customer stakeholders to derive value from our platforms. They demonstrate a strong understanding of customer’s industry and specific business strategies, driving alignment between these factors and what ServiceNow can offer to enable better business outcomes for their customers. This role drives business transformation by maximizing the long-term strategic value of ServiceNow and ensuring that every aspect of the customer’s platform and capability are ready for expansion.

They provide strategic direction and mentorship to both customers and ServiceNow teams managing complex, multi-workstream programs. They play a pivotal role in resolving escalations and mitigating risks, ensuring adoption and usage is maintained at healthy levels. Principal CSEs focus on ensuring the customer recognizes the value of the ServiceNow Platform at all levels and stages, facilitating a smooth path to both renewal and up- and cross-sell.

Overall, Principal CSEs are responsible for fostering the relationship with C-suite level stakeholders in a smaller number of strategically important Impact accounts, with the aim of increasing customer satisfaction and driving retention and upgrades, where applicable.

Job Responsibilities:

• Lead high-complexity transformations in our largest and most strategic customers, ensuring all ServiceNow Customer Excellence roles align and deliver in accordance with governance frameworks, customer objectives, and organizational priorities; ultimately chaperoning Impact value management and demonstrating strategic oversight.
• Proactively identify professional services pipeline opportunities through product capabilities road mapping, value blueprints and adoption analysis, providing pre-sales support for funnel opportunities as requested.
• Partner with Impact team members (e.g., Customer Success Managers) leveraging the joint visibility of customer insights to create executive-ready narratives.
• Work with senior executives to shape and influence customer organizational strategy by identifying emerging trends, refining best practices, and aligning delivery approaches with evolving market demands, and providing industry-specific thought leadership.
• Drive operational consistency and excellence by standardizing delivery methodologies and ensuring adherence to governance and quality standards, interfacing with Delivery as required.
• Establish relationships with ServiceNow leaders, advocating for product evolution based on customer insights, and mentoring other Customer Success resources on transformation best practices.
• Identify areas of risk and take steps to prevent customer or revenue churn.
• Work closely with Sales Teams to define and execute product adoption and customer retention plans.
• Provide prescriptive guidance on internal project/program governance and help the customer create the appropriate governance models and ensure adherence.
• Help the customer identify incidents where contractual SLAs were missed and take necessary action.
• Improve overall customer satisfaction, as well as the satisfaction of their internal customers.

Qualifications

To be successful in this role you have:

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.

Significant experience collaborating with senior IT and business leaders, with a track record of successfully translating corporate strategy/objectives with the applied use of ServiceNow technology in the context of the client’s environment.

PMP preferred; project management experience required.

Minimum 15+ years in client-facing roles with a focus on account management, consulting, or transformation leadership. Experience in executive-level leadership roles, with a proven track record of influencing senior stakeholders and driving strategic outcomes, is strongly preferred.

Experience in any of the following critical subject areas, with a demonstrated history delivering consulting services:

• IT Strategy and Planning
• IT Operations and Management
• Human Resources
• Security Operations
• Customer Service Management
• IT Processes
• IT Governance
• IT Portfolio, Program and Project Management
• IT Project Delivery (SDLC)

Experience with project problem diagnosis, solution development, client communications, facilitation of decision making, documentation, managing client expectations, and team leadership.

Independently leverages AI to optimize workflows, tailor customer solutions, and inform strategic decisions.

Articulates AI system design, ethical implications, and platform use cases clearly, guiding peers and stakeholders in responsible, value-driven AI adoption.

For positions in this location, we offer a base pay of $180,200 - $315,400, 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 [email protected] 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.

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

As a trusted C-Suite / executive level advisor on ServiceNow offerings, the Principal Customer Success Executive (PCSE) owns the post-sale customer relationship, aiming to increase customer satisfaction and drive retention through Impact delivery. Principal CSEs are experienced individuals who bring a consultative, problem-solving approach to partnering with senior customer stakeholders to derive value from our platforms. They demonstrate a strong understanding of customer’s industry and specific business strategies, driving alignment between these factors and what ServiceNow can offer to enable better business outcomes for their customers. This role drives business transformation by maximizing the long-term strategic value of ServiceNow and ensuring that every aspect of the customer’s platform and capability are ready for expansion.

They provide strategic direction and mentorship to both customers and ServiceNow teams managing complex, multi-workstream programs. They play a pivotal role in resolving escalations and mitigating risks, ensuring adoption and usage is maintained at healthy levels. Principal CSEs focus on ensuring the customer recognizes the value of the ServiceNow Platform at all levels and stages, facilitating a smooth path to both renewal and up- and cross-sell.

Overall, Principal CSEs are responsible for fostering the relationship with C-suite level stakeholders in a smaller number of strategically important Impact accounts, with the aim of increasing customer satisfaction and driving retention and upgrades, where applicable.

Job Responsibilities:

• Lead high-complexity transformations in our largest and most strategic customers, ensuring all ServiceNow Customer Excellence roles align and deliver in accordance with governance frameworks, customer objectives, and organizational priorities; ultimately chaperoning Impact value management and demonstrating strategic oversight.
• Proactively identify professional services pipeline opportunities through product capabilities road mapping, value blueprints and adoption analysis, providing pre-sales support for funnel opportunities as requested.
• Partner with Impact team members (e.g., Customer Success Managers) leveraging the joint visibility of customer insights to create executive-ready narratives.
• Work with senior executives to shape and influence customer organizational strategy by identifying emerging trends, refining best practices, and aligning delivery approaches with evolving market demands, and providing industry-specific thought leadership.
• Drive operational consistency and excellence by standardizing delivery methodologies and ensuring adherence to governance and quality standards, interfacing with Delivery as required.
• Establish relationships with ServiceNow leaders, advocating for product evolution based on customer insights, and mentoring other Customer Success resources on transformation best practices.
• Identify areas of risk and take steps to prevent customer or revenue churn.
• Work closely with Sales Teams to define and execute product adoption and customer retention plans.
• Provide prescriptive guidance on internal project/program governance and help the customer create the appropriate governance models and ensure adherence.
• Help the customer identify incidents where contractual SLAs were missed and take necessary action.
• Improve overall customer satisfaction, as well as the satisfaction of their internal customers.

Qualifications

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
• Significant experience collaborating with senior IT and business leaders, with a track record of successfully translating corporate strategy/objectives with the applied use of ServiceNow technology in the context of the client’s environment.
• PMP preferred; project management experience required.
• ServiceNow experience is required
• Minimum 15+ years in client-facing roles with a focus on account management, consulting, or transformation leadership. Experience in executive-level leadership roles, with a proven track record of influencing senior stakeholders and driving strategic outcomes, is strongly preferred.
• Experience in any of the following critical subject areas, with a demonstrated history delivering consulting services:

1. IT Strategy and Planning
2. IT Operations and Management
3. Human Resources
4. Security Operations
5. Customer Service Management
6. IT Processes
7. IT Governance
8. IT Portfolio, Program and Project Management
9. IT Project Delivery (SDLC)

• Experience with project problem diagnosis, solution development, client communications, facilitation of decision making, documentation, managing client expectations, and team leadership.
• Independently leverages AI to optimize workflows, tailor customer solutions, and inform strategic decisions.
• Articulates AI system design, ethical implications, and platform use cases clearly, guiding peers and stakeholders in responsible, value-driven AI adoption.

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. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal 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. 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 [email protected] 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. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

At Toku, we create bespoke cloud communications and customer engagement solutions to reimagine customer experiences for enterprises.

Company Description

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.

Join us to put AI to work for people.

Job Description

As a trusted C-Suite / senior executive level advisor on ServiceNow offerings, the Principal Customer Success Executive (PCSE) owns the post-sale customer relationship, aiming to increase customer satisfaction and drive retention through Impact delivery. Principal CSEs are experienced individuals who bring a consultative, problem-solving approach to partnering with senior customer stakeholders to derive value from our platforms. They demonstrate a strong understanding of customer’s industry and specific business strategies, driving alignment between these factors and what ServiceNow can offer to enable better business outcomes for their customers. This role drives business transformation by maximizing the long-term strategic value of ServiceNow and ensuring that every aspect of the customer’s platform and capability are ready for expansion.

They provide strategic direction and mentorship to both customers and ServiceNow teams managing complex, multi-workstream programs. They play a pivotal role in resolving escalations and mitigating risks, ensuring adoption and usage is maintained at healthy levels. Principal CSEs focus on ensuring the customer recognizes the value of the ServiceNow Platform at all levels and stages, facilitating a smooth path to both renewal and up- and cross-sell.

Overall, Principal CSEs are responsible for fostering the relationship with C-suite level stakeholders in a smaller number of strategically important Impact accounts, with the aim of increasing customer satisfaction and driving retention and upgrades, where applicable.

What You Get to Do in This Role:

• Lead high-complexity transformations in our largest and most strategic customers, ensuring all ServiceNow Customer Excellence roles align and deliver in accordance with governance frameworks, customer objectives, and organizational priorities; ultimately chaperoning Impact value management and demonstrating strategic oversight.
• Proactively identify professional services pipeline opportunities through product capabilities road mapping, value blueprints and adoption analysis, providing pre-sales support for funnel opportunities as requested.
• Partner with Impact team members (e.g., Customer Success Managers or other Customer Success Executives) leveraging the joint visibility of customer insights to create executive-ready narratives and platform value stories.
• Work with senior executives to shape and influence customer organizational strategy by identifying emerging trends, refining best practices, aligning delivery approaches with evolving market demands, and providing industry-specific thought leadership.
• Drive operational consistency and excellence by standardizing delivery methodologies and ensuring adherence to governance and quality standards, interfacing with Delivery as required. Advise on change management plans to support strong post-delivery adoption.
• Establish relationships with ServiceNow leaders, advocating for product evolution based on customer insights, and mentoring other Customer Success resources on transformation best practices.
• Identify areas of risk and take steps to prevent customer or revenue churn.
• Work closely with Sales Teams to define and execute product adoption and customer retention plans.
• Provide prescriptive guidance on internal project/program governance and help the customer create the appropriate governance models and ensure adherence.
• Help the customer identify incidents where contractual SLAs were missed and take necessary action.
• Improve overall customer satisfaction, as well as the satisfaction of their internal customers.

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
• Significant experience collaborating with senior IT and business leaders, with a track record of successfully translating corporate strategy/objectives with the applied use of ServiceNow technology in the context of the client’s environment.
• PMP preferred; project management experience required.
• Minimum 15+ years in client-facing roles with a focus on account management, consulting, or transformation leadership throughout all phases. Experience in executive-level leadership roles, with a proven track record of influencing senior stakeholders and driving strategic outcomes, is strongly preferred.
• Experience supporting or working with U.S. Federal customers preferred
• Experience in any of the following critical subject areas, with a demonstrated history delivering consulting services:
  • IT Strategy and Planning
  • IT Operations and Management
  • Human Resources
  • Security Operations
  • Customer Service Management
  • IT Processes
  • IT Governance
  • IT Portfolio, Program and Project Management
  • IT Project Delivery (SDLC) and adoption
• Experience with project problem diagnosis, solution development, client communications, facilitation of decision making, documentation, managing client expectations, and team leadership.
• Independently leverages AI to optimize workflows, tailor customer solutions, and inform strategic decisions.
• Articulates AI system design, ethical implications, and platform use cases clearly, guiding peers and stakeholders in responsible, value-driven AI adoption.

For positions in this location, we offer a base pay of $180,200 - $281,600, 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 [email protected] 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.

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what’s the role all about?

The Director, Customer Success is accountable for leading a Technical Account Management (TAM) organization, which is responsible for the retention and health of some of NiCE’s largest, most strategic customers by delivering strong post-sale outcomes. Your mission: deliver measurable value, accelerate adoption of our cloud-native, AI powered platform and drive long-term customer success, retention and growth.

Leading a team of 10-15 TAMs, the Director enables the team achieve their goals of consumption and adoption, Gross Revenue Retention (GRR), and NPS, while contributing to ARR growth shared with Sales, as well as industry-leading customer satisfaction, reference-ability, and retention.

This is a customer-facing position chartered with engaging customer executives and senior stakeholders as a trusted strategic advisor. The Director will be responsible for both technical and business outcomes including managing customer expectations and satisfaction, coaching and mentoring TAMs, coordinating inter-departmental activities within NiCE (Sales, Renewals, Professional Services, Support, Product, and Billing), ensuring account data in Salesforce and Gainsight is reliable and current, and other tasks related to the success of the team and its customers.

How will you make an impact?

• Provide leadership to your TAM organization, including managers and individual contributors, through coaching, feedback, development goals, and performance management
• Own the retention outcome (GRR) for the TAM portfolio: ensure risks are identified early and tracked in Salesforce/Gainsight with a documented path to save and at least weekly updates; ensure TAMs deliver accurate renewal and compression risk forecasts and proactively trigger renewal engagement; and partner with Renewal Managers (RAMs), who own renewal negotiation and execution
• Own customer satisfaction (NPS) for the portfolio, personally leading the action-plan discussion with the client where poor responses are received
• Drive consumption, adoption, and value realization across the book of business, ensuring TAMs are equipped with adoption data, solution knowledge, and the required certifications.
• Enable TAMs to develop and execute strategic success plans in partnership with our clients with clear goals, timelines, and success criteria.
• Build and maintain executive-level relationships with key customers
• Escalate, resolve, and communicate client risks, blockers, and feedback to relevant NiCE stakeholders.
• Manage the assignment of accounts within your book of business
• Own operating cadence, performance reporting, and forecasting for the organization’s KPIs (consumption/adoption, GRR, NPS, and shared ARR growth), reporting results to executive leadership
• This position requires travel (up to 25%)

Have you got what it takes?

• Bachelor’s degree in Business Information Systems or related field or equivalent work experience required.
• 10+ years experience in customer success, technical account management, call/contact center and/or service delivery
• 10+ years of Enterprise (Fortune 500) experience in Customer Success or Service Management
• 5+ years of experience with NiCE CXone or comparable platforms (Genesys, Five9, Talkdesk, Amazon Connect etc.).
• 3+ years experience in building high performance remote teams
• Strong executive presence and a proven ability to build multi-threaded, executive-level relationships and to lead difficult conversations and escalations with composure
• Strong analytical and data fluency, with experience using consumption, adoption, health, and renewal data (e.g., Salesforce and Gainsight) to forecast retention, manage risk and steer the business
• Expertise in contact center operations, cloud migration, and AI/automation adoption; ability to connect NiCE capabilities to customer business outcomes, success plans, and quantified realized value / ROI
• Strong understanding of NiCE CXone architecture, tools (ACD, WFO, WEM, Enlighten AI, Analytics), and integration frameworks.
• Demonstrated ability to lead through influence in matrixed environments and manage multiple competing priorities.
• A track record of owning measurable retention, adoption, and satisfaction outcomes (GRR, NPS, consumption) and partnering effectively with Sales and Renewals teams

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

Company Description

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.

Join us to put AI to work for people.

Job Description

As a trusted C-Suite / senior executive level advisor on ServiceNow offerings, the Principal Customer Success Executive (PCSE) owns the post-sale customer relationship, aiming to increase customer satisfaction and drive retention through Impact delivery. Principal CSEs are experienced individuals who bring a consultative, problem-solving approach to partnering with senior customer stakeholders to derive value from our platforms. They demonstrate a strong understanding of customer’s industry and specific business strategies, driving alignment between these factors and what ServiceNow can offer to enable better business outcomes for their customers. This role drives business transformation by maximizing the long-term strategic value of ServiceNow and ensuring that every aspect of the customer’s platform and capability are ready for expansion.

They provide strategic direction and mentorship to both customers and ServiceNow teams managing complex, multi-workstream programs. They play a pivotal role in resolving escalations and mitigating risks, ensuring adoption and usage is maintained at healthy levels. Principal CSEs focus on ensuring the customer recognizes the value of the ServiceNow Platform at all levels and stages, facilitating a smooth path to both renewal and up- and cross-sell.

Overall, Principal CSEs are responsible for fostering the relationship with C-suite level stakeholders in a smaller number of strategically important Impact accounts, with the aim of increasing customer satisfaction and driving retention and upgrades, where applicable.

What You Get to Do in This Role:

• Lead high-complexity transformations in our largest and most strategic customers, ensuring all ServiceNow Customer Excellence roles align and deliver in accordance with governance frameworks, customer objectives, and organizational priorities; ultimately chaperoning Impact value management and demonstrating strategic oversight.
• Proactively identify professional services pipeline opportunities through product capabilities road mapping, value blueprints and adoption analysis, providing pre-sales support for funnel opportunities as requested.
• Partner with Impact team members (e.g., Customer Success Managers or other Customer Success Executives) leveraging the joint visibility of customer insights to create executive-ready narratives and platform value stories.
• Work with senior executives to shape and influence customer organizational strategy by identifying emerging trends, refining best practices, aligning delivery approaches with evolving market demands, and providing industry-specific thought leadership.
• Drive operational consistency and excellence by standardizing delivery methodologies and ensuring adherence to governance and quality standards, interfacing with Delivery as required. Advise on change management plans to support strong post-delivery adoption.
• Establish relationships with ServiceNow leaders, advocating for product evolution based on customer insights, and mentoring other Customer Success resources on transformation best practices.
• Identify areas of risk and take steps to prevent customer or revenue churn.
• Work closely with Sales Teams to define and execute product adoption and customer retention plans.
• Provide prescriptive guidance on internal project/program governance and help the customer create the appropriate governance models and ensure adherence.
• Help the customer identify incidents where contractual SLAs were missed and take necessary action.
• Improve overall customer satisfaction, as well as the satisfaction of their internal customers.

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
• Significant experience collaborating with senior IT and business leaders, with a track record of successfully translating corporate strategy/objectives with the applied use of ServiceNow technology in the context of the client’s environment.
• PMP preferred; project management experience required.
• Minimum 15+ years in client-facing roles with a focus on account management, consulting, or transformation leadership throughout all phases. Experience in executive-level leadership roles, with a proven track record of influencing senior stakeholders and driving strategic outcomes, is strongly preferred.
• Experience supporting or working with U.S. Federal customers preferred
• Experience in any of the following critical subject areas, with a demonstrated history delivering consulting services:
  • IT Strategy and Planning
  • IT Operations and Management
  • Human Resources
  • Security Operations
  • Customer Service Management
  • IT Processes
  • IT Governance
  • IT Portfolio, Program and Project Management
  • IT Project Delivery (SDLC) and adoption
• Experience with project problem diagnosis, solution development, client communications, facilitation of decision making, documentation, managing client expectations, and team leadership.
• Independently leverages AI to optimize workflows, tailor customer solutions, and inform strategic decisions.
• Articulates AI system design, ethical implications, and platform use cases clearly, guiding peers and stakeholders in responsible, value-driven AI adoption.

For positions in this location, we offer a base pay of $180,200 - $281,600, 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 [email protected] 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.

Job Highlights:

• AdAge and Inc Magazine have named Silverback one of the best places to work.

• We are hiring an Associate Director of Client Services.

• Salary band is $120k-$160k with legit bonus and benefits.

• This is an opportunity to make a big impact at a smaller agency.

Today, we’re looking for an Associate Director, Client Services to join our team. Our new Associate Director will serve as the strategic lead and trusted advisor for a portfolio of some of Silverback’s most important client relationships. You’ll own client health from end to end: understanding each client’s business, connecting marketing performance to real business outcomes, spotting risk before it turns into churn, and finding the next opportunity to grow the partnership.

This isn’t a hands-on-keys role. You won’t be building campaigns in Google Ads or Meta, but you’ll need to understand what those platforms are telling you, and what they’re not. You’ll work alongside our Paid Media, SEO, Measurement, and Creative teams to turn performance data into a clear story for clients, and you’ll partner with delivery teams to make sure every account is both successful for the client and healthy for Silverback. This role is ideal for a seasoned client services leader who thrives on big-picture thinking, loves a good puzzle, and wants a real seat at the table.

Here’s what we expect from our Associate Director, Client Services.

—What You’ll Do—

• Client Strategy: Understand each client’s business and marketing performance through data analysis, and develop cross-functional marketing strategies that ladder up to their business goals.
• Performance Analysis: Analyze paid media performance across your portfolio by triangulating data from Google Ads, Meta Ads, Google Analytics, and client CRMs. When platform-reported conversions don’t match pipeline in the CRM, you’re the one who figures out why and explains it clearly.
• Client Care: Build healthy, long-lasting client relationships through active listening and follow-through. Proactively monitor positive and negative client feedback to identify and mitigate churn risk before it affects the relationship.
• Client Retention & Growth: Own retention and revenue growth for your portfolio. Identify strategic upsell and cross-sell opportunities, partner with our sales team on expansions, and lead the way through crisis moments with steady, solutions-first communication.
• Delivery Margin Management: Partner with delivery teams to build 3-month rolling plans that balance client performance goals with margin targets. When an account is off track, dig into the root cause and resolve it through process changes, expectation resets, or rescopes.
• Process Improvement: Regularly surface opportunities to improve how we work, whether that means increasing client value, eliminating waste, or making our people’s jobs easier.
• Client Innovation: Stay on top of changes in the marketing industry, understand how they impact your clients, and help clients navigate and capitalize on that change. Turn client wins into case studies that fuel our marketing.
• Thought Leadership: Contribute a weekly news insight and point of view to keep our team and clients ahead of the curve.

—What We’re Looking For—

• Years of Experience: 7+ years of client services, account management, or client strategy experience, with at least 4 years at a digital or performance marketing agency. Previous agency experience is a must-have.
• Paid Media Fluency: You don’t need to be a platform expert, but you need to speak the language. You’re comfortable with the metrics Google Ads, Meta Ads, Google Analytics, and CRMs report out, and you know how to triangulate them to find the real story.
• Deductive Reasoning: When something doesn’t add up, you work the problem. You connect the dots across data sources, client conversations, and team input to get to the root cause and the right next step.
• Communication: Your verbal and written communication is sharp, clear, and confident. You can explain a complex performance story to a CMO in plain English and write an email that gets a stalled decision moving.
• Self-Awareness: You know your strengths, own your blind spots, and actively seek feedback. You read the room well, both with clients and with your team.
• Big-Picture Thinking: You see how a single campaign ties to a client’s revenue, how one account ties to the health of the portfolio, and how the portfolio ties to Silverback’s growth.
• Intellectual Curiosity: You ask “why” until you get to something useful. You’re energized by learning your clients’ businesses, industries, and what’s changing in marketing.
• Comfort with Ambiguity: You don’t need a perfect playbook to take action. You make sound calls with incomplete information and adjust as things evolve.
• Resilience: Tough client moments, shifting priorities, and bad news don’t knock you off course. You stay steady, solutions-focused, and ready for the next challenge.

—Why Silverback?—

• Silverback isn’t for everybody. If you’re an A player, you will get paid more, learn more and grow faster with support from a smart and fun team. If you’re a B player, you will be miserable.
• Make an impact: We’re a small agency. Everybody has the opportunity to drive change and impact.
• Get paid: We hire the best and pay them generously.
• Do cool shit: From media to SEO to measurement, learn the cutting edge of what works.

—Benefits & Perks—

• Unlimited PTO
• Comprehensive health, dental, and vision plans
• Virtual Team Events and a fun, casual, inclusive company culture
• Company-paid ClassPass membership
• 12 weeks of Paid Parental Leave
• Summer Fridays
• 401(k) with Employer Match

—Work Environment—

• We’re a fully remote agency with employees working across the continental United States. At Silverback, you’ll be part of a remote work culture that emphasizes smooth, productive online communication.
• We at Silverback pride ourselves on being an extremely tight-knit team. We boast an unparalleled culture of collaboration, empathy, and a truly “work hard, play hard” mentality.
• Ad Age, Inc. Magazine and The Washington Post have named Silverback one of the best places to work in the Country and our CEO is a DIGIDAY Top Boss. Apply today & discover for yourself what makes Silverback Strategies such a special place to work. We can’t wait to hear from you!

$120,000 - $160,000 a year

Silverback Strategies is an equal opportunity employer. If you believe you meet the qualifications for the position, then we invite you to apply. We celebrate the free flow of conversation, ideas and opinions at Silverback, but actions such as bullying, discrimination, harassment or retaliation of any kind are strictly prohibited in our workplace. We are committed to providing a safe, open and accommodating environment that allows all of our team members to thrive. Employment decisions are made without regard to age, color, disability, family, genetic information, origin, race, religion, sex. For more information, we invite you to visit eeoc.gov .

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.