Director, Software Licensing

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 seeking an accomplished and dynamic Director to lead the successful global launch, rollout, and ongoing evolution of ServiceNow’s new Commit-to-Consume Pricing Model for large enterprise accounts. This role is highly visible across senior executive and leadership teams and will play a critical part in driving customer value, revenue growth, and organizational alignment through the adoption of a modern commercial license consumption model.

As the Director, you will be responsible for hiring, developing, and leading a new global, high-impact team focused on customer success through the consumption of ServiceNow licenses and products. The ideal candidate combines strategic vision, is analytically driven, has strong operational execution, deep knowledge of SaaS subscription and consumption-based pricing models, and a proven ability to negotiate  with Customers.

You will collaborate cross-functionally with leaders in Pricing, Sales, Operations, Business Intelligence, Product, Finance, and Engineering to establish the foundations of this new commercial model, ensure smooth adoption across customer and internal teams, and continuously evolve the program to maximize customer and business outcomes.

This leadership role demands exceptional executive presence, the ability to manage complexity, and the resilience to address sensitive and challenging customer conversations while maintaining alignment with business strategy.

Responsibilities

• Lead the successful rollout and adoption of the organization’s new Commit-to-Consume Pricing Model across global teams and customers.

• Build, lead, and scale a global high-performing team to operationalize the Commit-to-Consume Pricing Model.

• Ensure internal enablement programs including playbook development, training, and documentation for the team, Sales, Operations, Product teams, and the end-customer are established and adhered to.
• Handle any commit-to-consume escalations that arise from entitlement data quality concerns, usage disputes, or questions regarding license metering.
• Support the resolution of customer usage disputes, including the validation and adherence of a proper analysis and thorough internal review of the customer dispute in question, and confirmation that proper adjudication is administered to support a fair and equitable value exchange between ServiceNow and the end-customer.
• Provide executive-level leadership for the rollout and adoption of the pricing model across global enterprise accounts.
• Partner with senior leaders across the organization to align strategy, policy messaging, and execution.
• Establish and operationalize governance for customer usage reviews, dispute resolution, and escalation management.
• Represent the program to executive leadership, highlighting adoption metrics, dispute resolution metrics, customer impact, revenue impact, program risks, and recommendations.
• Lead continuous improvement of processes, reporting automation, and the customer portal experience.

• Act as an executive sponsor for feedback loops, ensuring that insights from customers and field teams drive program enhancements.

Qualifications

• 12+ years of experience in SaaS pricing, subscription/consumption models, analytics, or commercial operations, with at least 5 years in a leadership role.
• Proven success building and leading global teams, including recruiting, developing talent, and scaling organizations.
• Deep expertise in SaaS pricing and consumption frameworks, including commit-to-consume, true-ups, and revenue recognition.
• Strong executive presence with demonstrated ability to influence, negotiate, and present persuasively to senior leadership and C-suite stakeholders with confidence and credibility.
• Experience navigating complex customer negotiations and de-escalating high-stakes conversations with professionalism and objectivity.
• Track record of developing repeatable global processes for intake, dispute resolution, and customer usage governance.
• Strong analytical capabilities, with the ability to connect usage and entitlement data to strategic custo