Senior Director, Product Success

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

We are seeking a Product leader who is passionate about creating empowering and supportive experiences for people at work. As the Sr. Director of Product Success Management, you will report to our VP, Global Head of Product Success, to lead an organization that is passionate about building innovative experiences and supporting our customers on adoption. 

This is the perfect role for a product leader who is eager to work with our Customers, Sales, Services Product and Solution Consulting organizations and fascinated by the changing world of work, and the evolving needs of businesses who are navigating flexible work arrangements and distributed, global teams. 

Customer Experience is a critical function of this organization and building best practices, guidelines, content strategy, at Scale components and plans is critical to this role. This leader must provide a plan to foster customer centric solutions, self-serve tracking within the teams as well as build in programmatic approaches where needed. As the leader of our Product Success team, you will have a massive impact on how businesses evolve to provide predictive, empowering, and productivity-boosting cross functional experiences for internal and external customers. The global team with this leader will be building components that help deliver technology and content to all teams that are customer facing to get our customers to adopt faster with time to value.

This role is part of our Customer Success Org that is the core to our customer experiences. Our Product Success teams come from a diverse set of practice area skills and backgrounds and continue to partner closely with internal and external teams to deliver adoption to our customers. At ServiceNow, the Product Success team has a seat at the table to collaborate closely with multiple teams like Product Management, Services, Sales, Solution consulting, Engineering and Leadership. We embrace representation in and from all professional and personal backgrounds and cultures. This diversity inspires passion and creativity among our teams and propels innovation in our products. This leader drives strategic decisions, field innovations, and product feedback to help the teams align product strategy to the business needs of our customer base. Building out a content strategy to align to customer outcomes, digital content development and diving customer value are going to be key to this role.

Qualifications

• Partner closely with Business Unit GM’s, Customer Success leaders, Training and Partners to create and lead end-to-end data product strategy, execution, and user adoption for Customers and Go-To-Market.
• Lead a global team of ~30 product and portfolio managers on customer adoption, automation and digital touches. Build best practice plans for our customers at scale
• New Product Introductions and validating how to touch customers consistently.
• Build critical technology components that integrate with our Products and tools to deliver customer experiences at scale.
• Recruit and develop talent providing hands on guidance to the team.
• Monitor business performance indicators to help guide strategic direction and operational priorities for Product and Customer Success leadership (e.g. iden