Director of Customer Marketing

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

We are looking for an experienced Customer Marketing leader to manage and grow our strategic and scalable customer story  programs.  

The Director of Customer Marketing includes managing the Qualification program, who develop relationships and alignment with our Sales team to generate a pipeline of customer stories as well as the Customer Reference function that works closely with Sales to connect prospects with satisfied customers within the sales cycle.  

They will also lead our global customer story program as an ‘Editor in Chief,” overseeing the customer story content we deliver for brand, platform, solutions and product.  

What you get to do in this role: 

· Lead, motivate, grow, and develop a team of world-class customer marketers, fostering a culture of elite work, agility, and innovation. 

· Develop strategic alignment with sales, solutions consulting, marketing, product marketing, and communications regarding customer marketing priorities to qualify and produce compelling stories aligned to the ServiceNow global solutions framework.  

· Increase ServiceNow's awareness and enable the ServiceNow sales organization to close deals faster by delivering customer testimonials that create impact. 

· Serve as editor-in-chief of Customers Stories by refining and overseeing the end-to-end process for creating customer content, including interviewing and producing impactful written and video success stories. 

· Manage and scale the customer storytelling lifecycle from deal win to implementation to product success – ensuring the right story at the right moment of time in the right tone. 

· Create and maintain a library of customer stories in many formats including case studies, blogs, paid articles, videos, slides and social media to promote success we bring to our customers. 

· Ensure the team delivers the challenge, problem, solution relevance in each customer story to create assets that resonate with the audience and position ServiceNow as a technology platform of choice for our prospects and customers. 

· Collaborate with the broader Customer Marketing team to develop and prioritize  customers stories in support of company and marketing priorities globally. 

· Ensure delivery against program KPIs, including publishing of targeted customer stories, references for key product announcements and marketing campaigns, plus provide monthly/quarterly/year-end reporting on accomplishments against goals. 

· Make sure agencies are trained and leveraged effectively for consistency and quality. 

Qualifications

• 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. 
• 15+ years of experience in the information technology and cloud industries in a customer advocacy, customer reference or customer-facing marketing role, including 5+ years leading a team. 
• Demonstrated success delivering compelling customer stories—written, video and stage, with ability to share published examples. 
• Proven track record working effectively with customer and internal executives, sales, product management, and marketing to build strong relationships and achieve outcomes. 
• Clear understanding of marketing, sales and communications priorities and track record successfully partnering to deliver high impact customer stories. 
• Past successes working with large brand customers to engage in customer marketing, including ability to effectively navigate internal customer requirements for communications and legal approval. 
• High energy, “own it” personality, and ability to drive process improvement and thrive in a in a fast-paced, high-growth environment under tight timelines. 
• Highly driven self-starter that creates a sense of urgency within her/his team. 
• Exceptional communication cross-functionally and at all levels including senior management 

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, in