Job Description

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. 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.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

The Role

As the Director of Product Success, you are passionate about creating empowering and delightful experiences for people at work. This is the perfect role for a product leader who is fascinated to work with our customers, making sure our products are adopted with the right advisory and path for success. You will be leading an organization that supports our Technology Workflows products and our biggest ServiceNow customers.

This highly visible leadership role requires strong partnership with our Technology Workflows executives and business units, while maintaining effective engagement with Go-to-Market teams and the broader Customer Success organization. You will have massive impact on how businesses and field teams evolve to provide predictive, empowering and productivity-boosting IT experiences and adoption with our customers.

What you get to do in this role:

Define, execute, and evolve Product Success’s vision and strategies to be the highest-tier experts within the Customer Success Organization in service of our customers
Serve as an executive-level trusted advisor and advocate to our Technology (Tx) Workflow business units to accelerate the customer’s adoption journey of Tx products
Share critical customer feedback and improvement opportunities with product leaders, engineering teams, and go-to-market and delivery partners
Lead major Product Success programs, from early-stage products to targeted adoption motions, to executive engagement and customer-facing escalations
Drive and influence key decisions across various Customer Success organizations to continuously improve our product implementation and adoption capabilities
Grow and manage a global team of Product Success Managers and Architects
Develop and manage key success metrics across major operational and business areas
Build long-term executive relationships with customers and key stakeholders

Qualifications

To be successful in this role, we need someone with:

15+ years progressive experience in customer-facing, people management roles in Solution Delivery, Customer Success, Product Management, or related disciplines.
5+ years of technical experience with the ServiceNow platform as a Solution Architect, Technical Consultant, or Platform Owner
Excellent executive presence, communications, and presentation skills
High emotional inteliigence and a learning mindset
Passion for customer success and is tenacious about advising, coaching, and mentoring customers on our technology to drive long-term value
A highly-data driven and outcomes-based management foundation
Solid understanding of SaaS business drivers, metrics, and success elements such as product adoption, retention rates, net promoter scores
Advisory and customer engagement skills, ready to roll up their sleeves or pivot to address critical Product Success challenges as they arise
Expert problem-solving skills and enjoys untangling complex problems
Knowledge and experience in the IT and Cloud domain
Experience managing multiple customers engagements at once
Experience in business operations, strategy & planning, and managing team budgets and resources
Energy, stamina, and self-direction to strive in very fast-paced environments

For positions in the Bay Area, we offer a base pay of $207,300 - $362,700, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.
Additional Information

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, ServiceNow.

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