VP, Customer Excellence 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

ServiceNow is seeking a dynamic and visionary Vice President of Customer Excellence Marketing to lead our efforts in driving product adoption and long-term customer success marketing across our platform. As the VP of Customer Excellence Marketing you will guide adoption journeys, foster strong communities, create pathways for learning and knowledge sharing to create successful customers and evangelists.

Key Responsibilities:

• Customer Excellence Marketing Leadership:
  Lead and inspire the Customer Excellence Marketing organization to develop and execute strategies that maximize customer satisfaction, product adoption, and long-term retention. Work as an extended leadership team member to the SVP of Customer Excellence in the Go-to-Market organization.
• Adoption Strategy & Execution:
  Drive the development of customer adoption journeys, ensuring seamless post sale experience to the Platform owner, to lead them to the right learning, development and communities to achieve success.
• Customer Excellence Messaging:
  Craft compelling and tailored customer success messaging that emphasizes the value of ServiceNow’s products and ensures our customers understand and embrace the ServiceNow Impact for value realization.
• Community Building:
  Develop opportunities for customers to engage with each other, ServiceNow experts, and industry thought leaders through online communities, live events, and user groups. Build cohorts of like-minded customers who can share best practices and foster a strong sense of community.
• Customer Education & Enablement:
  Create programs that provide continuous learning opportunities in partnership with the ServiceNow University team
• Customer Evangelism & Advocacy:
  Identify and nurture customer advocates who can champion ServiceNow’s products and tell our story through testimonials, case studies, and participation in marketing activities.
• Cross-functional Collaboration:
  Partner closely with product management, the broader marketing organization, and sales to ensure customer feedback is incorporated into the product roadmap and that marketing efforts align with customer success strategies.
• Metrics & Performance:
  Define and track key metrics for customer success marketing, including adoption rates, satisfaction scores, retention, and growth in partnership with the Customer Success GTM team. Use data-driven insights to continuously optimize the customer experience and improve outcomes.

Qualifications

• 10-15 years of experience in Customer Success Marketing or related leadership roles within enterprise technology, preferably with SaaS products.
• Proven track record of driving successful product adoption and managing complex customer success journeys at scale.
• Exceptional leadership and team management skills, with the ability to inspire and motivate a diverse, global team.
• Strong strategic thinking, problem-solving, and communication skills, with the ability to craft compelling customer success messaging.
• Experience building and nurturing customer communities, user groups, or customer networks.
• Demonstrated ability to cultivate customer advocates and drive customer-led marketing initiatives.
• Ability to work cross-functionally, especially with product, marketing, and sales teams.
• Understanding of ServiceNow products, or experience with enterprise software platforms is a plus.

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!

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work.