Senior Principal Outbound Product Manager, ServiceNow Impact

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

Team:

ServiceNow Impact is a customer success product designed to help organizations maximize the value of their ServiceNow investments. It combines personalized guidance, AI-driven insights, and a suite of tools to accelerate digital transformation, enabling customers to adopt ServiceNow solutions quickly, optimize platform health, expand their expertise, and realize value faster.

Role:

This role reports to the Senior Director of Outbound Product Management, ServiceNow Impact. As the Senior Principal Outbound Product Manager, ServiceNow Impact, you will be the driving force behind the adoption and usage of the Impact product, working closely with cross-functional teams to shape strategy, manage day-to-day operations, and deliver measurable results.

The ideal candidate is bold, curious, results-oriented, and highly skilled at fostering collaboration. You thrive in a highly matrixed environment and excel at breaking down silos to drive cross-functional alignment. With a strong ability to navigate complexity, you are comfortable diving deep into challenges while leveraging your influencing skills to bring teams together and deliver impactful solutions.

What you get to do in this role:

• Drive Product Adoption: Champion the usage and adoption of the Impact product, ensuring our customers are adopting and getting the benefit of the product.  
   
• Cross-Functional Leadership: Manage multiple product programs by partnering with Inbound Product Management, Marketing, and other strategic stakeholders. 
   
• Strategic & Tactical Execution: Provide both a high-level strategic view for process improvements and a hands-on tactical approach to daily progress, managing escalations and blockers effectively. 
   
• Data-Driven Insights: Analyze trends, develop reports and dashboards, and communicate actionable insights on product adoption and usage to leadership. 
   
• Ask Why and Provide Clarity: Organize complex, ambiguous problems into clear, prioritized milestones and deliverables while mitigating risks and ensuring timely delivery. 
   
• Stakeholder Engagement: Build and maintain strong relationships with key stakeholders including the Impact IPM and Engineering, CEG, Strategy and Operations, Delivery, Marketing, and GTM partners. 
   
• Customer Focus: Gather and provide critical customer insights to influence product roadmap and strategy.

Qualifications

To be successful in this role you have: 

• Experience leveraging AI in work processes, decision-making, or problem-solving, such as using AI-powered tools, automating workflows, or analyzing AI-driven insights.
• 12+ years of overall experience, including 5+ years in product management within SaaS or enterprise software, with a focus on service and/or customer success products.
• Proven ability to develop and execute global customer and product programs.
• Deep understanding of structured customer engagement and product lifecycle processes.
• Experience facilitating customer workshops, webinars, and design partnership sessions.
• Passion for enabling product teams and customers to succeed, with a strong focus on measurable success metrics and business impact.
• Excellent analytical, problem-solving, and communication skills, with the ability to resolve conflicts and drive collaboration.
• Strong knowledge of the ServiceNow platform is a plus.
• Experience delivering presentations to executive leadership.

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Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $187,600 - $328,300, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensa