Sr. Dir., Product Management Customer Success - job 2 of 2

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.

What you get to do in this role

ServiceNow is seeking a high energy, high EQ executive leader who thrives in a highly cross-functional, rapid velocity environment and has a passion for driving scale, transforming culture, and designing end to end technology solutions for customers and employees who are serving our customers. Our value drivers are to:

• Wow customers and employees with digital experiences they cannot live without.
• Create unified, innovative experiences that empower people to feel effective and valued – by bringing together a connected design, a product mindset, and innovative technology.
• Deliver delightful employee experiences powered by Gen AI that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century.
• Co-creating, using, and highlighting our own products to do it.

Who We Are

ServiceNow’s technology makes the world work for everyone, and our people make it possible. We move fast because the world cannot wait, and we innovate in ways no one else can for our customers and communities.

We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

The Organization

We are not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on product design, transformation, stellar experiences, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century.

As the Senior Director of Customer Success Product, you will drive the vision, strategy, and execution of enterprise-wide effort to build and own the Customer Engagement product Roadmap that enable seamless, end-to-end customer and employee experiences. You will be responsible for ensuring integration between customer-facing functions and employee facing functions. A key part of your role will be working with the Enterprise AI team to optimize and refine AI models that enhance customer interactions and deliver business value.

To be successful in this role, you provide:

• Enterprise Platform Product Management Leadership: Define and execute the strategy for Customer Success Platform. Ensure seamless end-to-end customer experiences by integrating customer-facing systems with employee facing platforms under one unified experience. Drive platform standardization across the organization, ensuring scalability, security, and interoperability.
• AI Optimization & Customer Experience: Leverage AI to enhance customer journeys, predictive analytics, and self-service capabilities. Drive feedback loops to continuously improve accuracy and relevance.
• Cross-Functional Collaboration: Work with customer-facing products and product teams serving internal to align on platform and AI-driven solutions. Partner with engineering, data, and architecture teams to build AI-powered experiences.
• Execution & Operational Excellence: Define and track KPIs for platform adoption, and business impact.

To be successful in this role you have:

• Proven and extensive 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.
• 12+ years of experience in Product Management across Enterprise Platforms, or AI-driven Digital Transformations with at least 5 years in senior leadership roles.
• Proven experience in delivering exceptional customer technology experiences across the enterprise platform including: Customer Onboarding, License Utilization, Customer Engagement Team Technology Support (Revenue Operations), Elevating and Optimizing the customer journey through self service,
• Proven track record of building and scaling enterprise platforms.
• Experience working cross-functionally across customer-facing teams, internal back-office teams, and technology organizations.
• Strong background in AI-driven personalization, and omnichannel experiences.
• Expertise in enterprise technology, AI/ML models, cloud platforms (AWS, Azure, GCP), APIs, and
• Strong executive presence, with the ability to influence C-suite and cross-functional leaders.

JV20

For positions in this location, we offer a base pay of $250,200 - $437,900, 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.

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, 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. 

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