Principal Product Success Manager

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

Company 

Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do.

 

People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow. 

 

Team

Join a fast-growing Product Success team at ServiceNow and help shape the future of the Finance & Supply Chain line of business! Together we will transform employee and supplier experiences and make work seamless, integrated and efficient across the Office of the CFO. Here is what is important to us: (1) building relationships based on trust (2) owning and executing your personal and team objectives with grit and passion (3) adopting a growth mindset in relentless desire to help better our customers, our team and yourself.

 

Role

The Product Success Manager role is extraordinarily collaborative, working not only with Product and Development colleagues but also cross-functionally with Sales, Marketing, Customer Outcomes, and Alliance & Channels organizations. In this role you will help customers through their procurement digital transformation journeys, ensuring their successful deployments of Finance & Supply Chain solutions to secure customer references.

 

If you are passionate about customer success, championing new technologies, and developing the success stories that the company will use to make this product successful in market, this role is for you!

 

What you get to do in this role:

1. Oversee Lighthouse and other customer programs
• Manage the Lighthouse and Vanguard program pipelines to ensure that the product is building a healthy pool of referenceable customers across segments and industries
• Manage active Lighthouse and Vanguard deployments, acting as a member of the implementation team to ensure customers are successful; coordinating any issue resolution with product engineering
• Bring pain points, use cases, and opportunities back to inbound product team to influence product strategy on behalf of customers
2. Develop and manage reference activity

• Engage Marketing, value selling and other key stakeholders to develop case studies, video testimonials and other reference materials from Lighthouse and Vanguard engagements
• Work with pre-sales to match reference customers with potential customers to help close open opportunities

1. Support customer and partner onboarding
• Monitor deployment activity to identify who is implementing, timelines for implementation and un-deployed backlog
• Work cross functionally with ACE to identify where we have partner gaps, and bring issues with partners to resolution
2. Measure and monitor customers success
• Develop and monitor key success metrics
• De