Director, Business Transformation & Strategy, Customer Success

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

This is an extraordinary opportunity for a collaborative, systems thinker and execution-oriented leader to shape and drive the strategic and transformational agenda within ServiceNow’s Customer Success organization. In this hybrid strategy and transformation role, you will work closely with the Senior Director of Customer Success Strategy & Transformation to define the vision, align initiatives with enterprise goals, and lead high-priority efforts that accelerate value for customers and improve business performance.

You will partner across business teams, finance, operations, support, and product teams to ensure that Customer Success strategies are not only well-formed, but effectively activated and adopted. This role requires a unique combination of strategic planning, cross-functional collaboration, and transformation delivery — turning ideas into reality through structured planning, consistent execution, and measurable outcomes.

You will help develop a dynamic strategic roadmap, execute transformation initiatives, and support organizational change efforts that enhance customer health, operational efficiency, and global scalability.

Responsibilities:

• Initiative Strategy & Framing: Shape high-priority Customer Success initiatives by defining problem statements, strategies, desired outcomes, value logic, and success metrics in partnership with cross-functional teams.
• Transformation Delivery Support: Drive progress across key initiatives by supporting execution plans, facilitating working sessions, surfacing risks, and helping teams stay aligned and accountable.
• Cross-Functional Alignment: Ensure initiatives are connected to the broader Customer Success and enterprise context by coordinating with stakeholders across Product, Ops, Support, Finance, and Enablement.
• Insights-Driven Decision Support: Leverage data to validate assumptions, inform initiative direction, and track impact through measurable KPIs.
• Initiative Communications & Deliverables: Build executive-ready materials, including initiative updates, business cases, decision frameworks, and success reporting.
• Stakeholder & Change Readiness: Partner with change and enablement teams to ensure initiatives are communicated effectively, adopted by the business, and embedded into operating models.
• Governance Participation: Represent initiatives in key governance forums by preparing inputs, tracking status, and coordinating across dependencies or escalation points.
• Customer Journey & Experience Focus: Use insights from customer feedback, CSAT, and adoption trends to inform strategy and transformation priorities. Shape initiatives that improve the end-to-end customer experience.
• Change & Adoption Support: Coordinate with change and enablement leads to ensure initiatives are communicated, adopted, and sustained across global teams.

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.
• A track record of developing and executing business strategies that drive measurable outcomes.
• Experience leading cross-functional transformation initiatives with structured planning and delivery.
• Strong analytical skills; able to leverage data to prioritize, measure, and adapt.
• A collaborative working style with excellent communication and influence skills across levels and functions.
• Proven ability to simplify complexity, connect dots, and operate at both strategic and execution levels.
• 10+ years of experience in strategy, transformation, consulting, or customer success within a global organization.
• Strong understanding of customer success metrics (e.g., adoption, retention, NRR) and post-sale operations.
• Bachelor's degree in Business, Computer Science, or a related field.

FD21

For positions in this location, we offer a base pay of $189,100 - $331,000, plus equity (when applicable),