Senior Manager, 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

Role:

We are looking for an enthusiastic storyteller content creator, and business strategist to join our customer marketing team. This role will lead customer testimonial content facilitation and development for our customer service workflows, supporting marketing and sales activities. The Solutions Customer Marketing team includes subject matter experts who develop relationships with our customers and their broader organizations, to identify opportunities for them to share their stories in mutually beneficial ways (including videos, thought leadership, events, written stories, business value studies, media interviews, etc.). These activities support building awareness and education on the benefits of ServiceNow’s AI Platform for Business Transformation within the customer service LOB.  

Success in this role will entail building a strong sense of community with our customers, Customer Marketing team members, and across ServiceNow. It will also require the ability to develop clear strategies to support the needs of the business.  

What you get to do in this role: 

• Tell stories about the change agents who are reshaping the tech landscape, their organizations, and the broader marketplace. Inspire and educate others to do the same. including leveraging Gen AI to deliver better to customers and support employees.  

• Partner with the ServiceNow customers who love our company.  

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

• Build and nurture strategic customer relationships with executive customer spokespeople and ensure mutually beneficial and positive experiences from marketing activities. 

• Advocate for the customers’ best interests inside and outside of ServiceNow.  

• Align with internal stakeholders on supporting the business strategies that capture opportunities within the customer service line of business and key industries (financial services, public sector, healthcare, telecommunications and technology, retail). 

• Develop strategic alignment with sales, solutions consulting, marketing, product marketing, and communications regarding customer advocacy priorities to produce compelling stories aligned to the ServiceNow global solutions framework. Recruit and engage customers to join the ServiceNow customer advocacy program that attracts and appreciates customers. 

• Understand and oversee the end-to-end process for creating customer content, including story identification and interviewing and producing impactful written, audio and video success stories. 

• Collaborate with the broader Customer Marketing team to develop and recommend customers stories in support of marketing priorities across the U.S. and globally. 

• Ensure delivery against program KPIs, including publishing of targeted customer stories, keynote speakers for major events, PR/AR coverage, 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

Requirements:

• 12+ 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. 
• 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. 

• A passion for the positive impact of technology on businesses and the people who make it possible.  
• 10-15+ years of total work experience including time working in the information technology and cloud industries in a consulting, customer advocacy, product marketing, customer