Principal 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.

Our Customer Excellence Group is seeking a Principal Product Excellence Manager – CRM & Industry Workflow with expertise that ensures our customers deploy and realize value from their ServiceNow investment, particularly with our Technology Provider Service Management (TPSM) and Order Management for Telecommunications, Media, and Technology (OMT) applications. This is a hands-on role that suits someone capable of going wide and deep on our solutions with regard to people, process and technology.

Emerging Practice Managers thrive as individual contributors, working collaboratively with Product Managers, Engineers, UX and Research teams, Sales teams, Customer Success, Partners, and Customers to improve the overall experience with our products, thereby influencing roadmap and making our customers successful. They monitor high value customer health, deliver emerging practices programs, and act as the liaison between customer and product teams along with the entire Customer Excellence Group. This job is a unique opportunity to drive adoption of our TPSM and OMT applications, but also work on other CRM & Industry Workflow applications.

What you will get to do:

• Develop a deep understanding of customer use cases and success outcomes
• Establish trusted / strategic advisor relationships with customers that drive continued value of our products and services
• Develop strong relationships with key decision makers and influencers across customers and Business Unit colleagues
• Work with customers and account teams to establish critical goals, or other key performance indicators and aid the customer in achieving their goals through their lifecycle
• Uncover and mitigate any risk that threatens Customers' growth, satisfaction, or renewal; conceive and execute risk mitigation strategies accordingly
• Ensure ongoing customer adoption of our products
• Act as the liaison between Product Management and our Customers with a focus on feature collaboration
• Collaborate with implementation partners to drive overall satisfaction with the solution and to create a trusted partnership between customer, partner, and the CRM & Industries Workflow Business Unit

Our ideal candidate:

• 10+ years of experience in customer-facing implementation / delivery roles such as Solution Architect, Technical Consultant &/or former developer, ideally in a professional services or consulting capacity
• Strong CRM domain and industry knowledge
• 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
• ServiceNow CSM certified
• Highly data-driven with commitment to drive customer engagement towards business outcome and value realization
• Excellent verbal and written communication skills, including the ability to chair sessions and host webinars.
• Abliity to travel up to 25% annually, when applicable

For positions in this location, we offer a base pay of $190,900 - $334,100, 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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