Director, Americas Strategy, Customer Excellence Group

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™.

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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

The Role

This is an extraordinary opportunity for a collaborative, strategic thinker and proven leader to drive the vision, development, and execution of strategic initiatives within the AMS in ServiceNow’s Customer Success organization. This role will work closely with the Senior Director of Customer Success Strategy to deliver regional priorities, address market-specific opportunities, and ensure measurable outcomes that accelerate value for customers in the AMS geography.

You will partner with regional stakeholders, including sales, delivery, and operations teams, to identify and execute high-impact strategic initiatives that drive customer adoption, retention, and success. The role requires strong regional expertise, data-driven decision-making, and the ability to deliver clear, actionable plans. You will identify opportunities to scale Customer Success efforts, optimize operational processes, and deliver region-specific solutions that align with broader global goals.

This individual will own the AMS Customer Success strategy, develop a regional roadmap, prioritize strategic initiatives, and ensure alignment with customer needs and business growth goals. You will focus on driving operational excellence, improving the customer experience, and delivering measurable outcomes that contribute to the success of the AMS business.

Responsibilities

• Regional Strategy Development and Execution: Build and execute the Customer Success strategy for the AMS region. Identify priorities, align initiatives with regional goals, and deliver measurable outcomes to drive customer adoption, retention, and satisfaction.
• Regional Strategic Initiatives: Identify, prioritize, and drive initiatives specific to the AMS market, including customer adoption programs, delivery optimization efforts, and operational improvements that scale Customer Success outcomes.
• Collaboration with Regional Stakeholders: Partner with AMS sales, delivery, and operations leaders to align on priorities, ensure seamless execution, and drive cross-functional initiatives that improve customer health and business performance.
• Operational Efficiency: Analyze regional performance metrics to identify opportunities for process improvements, scalability, and operational excellence. Develop governance models and reporting cadences to track progress and outcomes.
• Data-Driven Insights: Leverage data to analyze business trends, identify regional challenges, and inform strategic decisions. Track success metrics and provide recommendations to drive continuous improvement.
• Customer Success Optimization: Work closely with delivery teams to enhance the customer experience in the AMS region, leveraging feedback and CSAT data to identify areas for improvement and implement solutions that address regional needs.
• Alignment with Global Strategy: Ensure that regional strategies and initiatives align with the broader global Customer Success goals while addressing the unique dynamics of the AMS market.

Qualifications

To be successful in this role, you must have