Sr. Dir., Product Management Customer Success

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

What you get to do in this role

ServiceNow is seeking a high energy, high EQ executive leader who thrives in a highly cross-functional, rapid velocity environment and has a passion for driving scale, transforming culture, and designing end to end technology solutions for customers and employees who are serving our customers. Our value drivers are to:

• Wow customers and employees with digital experiences they cannot live without.
• Create unified, innovative experiences that empower people to feel effective and valued – by bringing together a connected design, a product mindset, and innovative technology.
• Deliver delightful employee experiences powered by Gen AI that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century.
• Co-creating, using, and highlighting our own products to do it.

Who We Are

ServiceNow’s technology makes the world work for everyone, and our people make it possible. We move fast because the world cannot wait, and we innovate in ways no one else can for our customers and communities.

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.

The Organization

We are not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on product design, transformation, stellar experiences, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century.

As the Senior Director of Customer Success Product, you will drive the vision, strategy, and execution of enterprise-wide effort to build and own the Customer Engagement product Roadmap that enable seamless, end-to-end customer and employee experiences. You will be responsible for ensuring integration between customer-facing functions and employee facing functions. A key part of your role will be working with the Enterprise AI team to optimize and refine AI models that enhance customer interactions and deliver business value.

To be successful in this role, you provide:

• Enterprise Platform Product Management Leadership: Define and execute the strategy for Customer Success Platform. Ensure seamless end-to-end customer experiences by integrating customer-facing systems with employee facing platforms under one unified experience. Drive platform standardization across the organization, ensuring scalability, security, and interoperability.
• AI Optimization & Customer Experience: Leverage AI to enhance customer journeys, predictive analytics, and self-service capabilities. Drive feedback loops to continuously improve accuracy and relevance.
• Cross-Functional Collaboration: Work with customer-facing products and product teams serving internal to align on platform and AI-driven solutions. Partner with engineering, data, and architecture teams to build AI-powered experiences.
• Execution & Operational Excellence: Define and track KPIs for platform adoption, and business impact.

Qualifications

To be successful in this role you have:

• Proven and extensive 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.
• 12+ years of experience in Product Management across Enterprise Platforms, or AI-driven Digital Transformations with at least 5 years in senior leadership roles.
• Proven experience in delivering exceptional customer technology experiences across the enterprise platform including: Customer Onboarding, License Utilization, Customer Engagement Team Technology Supp