Senior Director, Area Vertical Lead Customer Engagement Group

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

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Job Description

We are seeking a transformational Senior Director to serve as the general manager of our post-sales organization across the Americas. This is a rare opportunity to own the full customer lifecycle from implementation through expansion — leading a unified organization spanning Customer Success, Professional Services, and Support Services for a rapidly growing SW/AI company.

This leader will be the single accountable executive for customer outcomes, services growth, and AI adoption at scale. You will operate with significant autonomy and influence, partnering closely with Sales, Product, and the Global COO to shape how our customers realize value and how we evolve our business model.

What You'll Own:

Customer Success

• Own GRR and net retention as primary accountability metrics, driving proactive risk management and expansion motions
• Build and scale high-touch and tech-touch CS coverage models tuned to customer segment and consumption behavior
• Establish executive-level relationships with strategic accounts, serving as the escalation point and trusted advisor
• Drive software adoption programs that convert license entitlement into measurable business outcomes

Professional Services

• Oversee the delivery and commercial performance of professional services, including services revenue and margin targets
• Build a services attach motion that accelerates time-to-value and deepens platform dependency
• Partner with pre-sales to position services offerings that accelerate deal velocity and reduce implementation risk
• Develop repeatable delivery frameworks and accelerators that support scale without proportional headcount growth

Support Services

• Lead a high-performing support organization accountable for NPS and customer satisfaction across all support tiers
• Drive continuous improvement in case deflection, resolution velocity, and self-service adoption
• Ensure support capacity, tooling, and coverage models align with customer entitlement and segment expectations

AI Consumption & Commercial Model

• Own AI Consumption as a strategic KPI — partnering with Product and CS to design adoption journeys that drive measurable consumption growth
• Develop frameworks that translate AI capability into customer value narratives and expansion opportunities
• Partner with Sales leadership and Finance to align post-sales incentives with Net New ACV and consumption revenue targets
• Lead the CEG organization's transition to consumption-based success metrics and motion design

Qualifications

To be successful in this role you have:

Experience

• 15+ years in post-sales leadership with at least 5 years managing multi-functional teams (CS, PS, and/or Support) at a SaaS or enterprise software company
• Demonstrated track record of owning GRR, NPS, and services revenue simultaneously — not just one function
• Experience navigating a transition from traditional SaaS to consumption or usage-based revenue models strongly preferred
• Proven ability to lead organizations of 50+ across geographically distributed teams
• Background working with AI/ML platform products or driving AI adoption programs a significant differentiator

Leadership & Operating Style

• General manager mindset — you think in P&L terms, not just headcount and customer health scores
• Builder of operating systems: you create frameworks, forums, and feedback loops that scale beyond your direct involvement
• Data-driven and commercially sharp — equally comfortable in a QBR with a strategic customer and a revenue review with your CFO
• Executive presence with the ability to influence peers in Sales, Product, and Finance without formal authority
• High accountability culture — you set bold targets, hold the team to them, and create an environment where performance is celebrated and gaps are addressed directly

What Sets You Apart