Senior Product Success Manager

Senior Product Success Manager

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

This is a unique opportunity to serve as a highest tier ITSM product expert and lead our strategic customers on the path of adopting our newest innovation while ensuring they are getting value from our products.

As a member of the ITSM Product Excellence team, you will work directly with customers to enhance their overall experience with our products and make them successful, happy customers that want to share their story with others. You will deliver customer programs and monitor customer health to ensure value realization and successful renewals. You will also act as a liaison between the customer excellence and product teams enabling customer facing teams on new products while channeling impactful voice of customer to our product teams.

What you get to do in this role:

• Support Customer Implementations: Lead/Contribute to the successful delivery of ITSM projects for global customers, ensuring blockers are addressed promptly and satisfaction remains high.
• Accelerate Time-to-Value: Help develop and apply repeatable solutions and approaches that improve implementation efficiency and customer outcomes.
• Assist with Escalations: Work with cross functional teams to resolve customer issues that cannot be addressed through standard support channels.
• Escalation Management: Serve as an escalation point for critical customer issues not resolved by Support, Expert Services (ES), or Impact teams.
• Collaborate with Product Teams: Share feedback and insights from customer experiences with internal product and engineering teams to help improve features and usability.
• New Product Introduction: Be the first in the industry to learn and drive customer implementations for our newest products, capturing deployment best practices and critical product learnings.
• Internal & Customer Documentation: Help create deliverables and documentation to support internal stakeholders and enhance customer engagement.
• Enablement Support: Contribute to training materials, guides, and reusable assets to support implementation teams and partners.
• Cross-Functional Teamwork: Work closely with customer excellence, support, and delivery teams to ensure alignment on project goals and outcomes.
• Mitigate Renewal Risk: Mitigate renewal risk by proactively identifying at-risk accounts through Product Excellence tooling and AI-driven insights, coordinating targeted interventions, D&L mitigation strategies, and tailored enablement plans. Drive alignment across Customer Excellence Group, Sales, and Product teams to ensure value realization and renewal success.

Qualifications

To be successful in this role, we need someone who has:

• 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.
• Overall 10+ years of work experience with a minimum of 5 years in a technical or techno-functional customer-facing role delivering ServiceNow ITSM implementations for large organizations.
• ServiceNow Certified System Administrator and other ServiceNow Certified Implementation Specialist certifications are desired
• Strong ServiceNow platform knowledge with the ability to roll up sleeves and resolve technical issues while also understanding process nuances and KPIs that are critical for customer's IT operations.
• Proven track record of driving business growth and customer satisfaction through innovative technology solutions
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical audiences
• Strong analytical and problem-solving skills
• Ability to work effectively in a fast-paced, dynamic environment
• Familiarity with Agile methodologies and experience working in an Agile environment
• Strong problem-solving skills and ability to work independently or as part of a team
• Experience working with cross-functional teams, including process owners, engineers, sales, and marketing professionals
• Strong industry connections and network, with the ability to leverage relationships to drive business growth and partnerships
• Customer-focused mindset and commitment to delivering high-quality results
• 20-30% of travel required

For positions in this location, we offer a base pay of $163,600 - $286,300, 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.