Principal Product Success Manager

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.

Company

Work matters. It’s where we spend a third of our lives. The workplace of the future is going to be an inspiring and empowering place, and we’re committed to making that a reality for people everywhere. That’s why we put people at the heart of everything we do.

Our people are passionate about learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance expert, or anything in between, we provide meaningful opportunities for each individual to have a significant impact while growing and developing professionally.

Team

Join ServiceNow’s fast-growing Product Success team and help shape the future of the Finance and Supply Chain business! This team works collaboratively to transform employee and supplier experiences, creating seamless, integrated, and efficient workflows across the Office of the CFO.

What matters most to our team:

1. Building relationships based on trust.
2. Owning and executing personal and team objectives with passion and determination.
3. Adopting a growth mindset with a relentless desire to improve our customers, our team, and ourselves.

Role

The Product Success Manager role is highly collaborative, working not only with colleagues in Product and Development but also across Sales, Marketing, Customer Outcomes, and Alliances and Channels. In this role, you will guide customers through their procurement digital transformation journeys, ensuring successful deployments of Finance and Supply Chain solutions while securing customer references.

If you're passionate about customer success, championing new technologies, and helping shape the success stories that will drive the product’s success in the market, this is the role for you!

Key Responsibilities

Oversee Customer Programs

• • Manage customer program pipelines to ensure the product builds a healthy pool of referenceable customers across various segments and industries.
  • Manage active deployments, working closely with the implementation team to ensure customers’ success and coordinating issue resolution with product engineering.
  • Bring customer pain points, use cases, and opportunities back to the product team to influence product strategy.

Develop and Manage Reference Activities

• • Collaborate with Marketing, value-selling teams, and other stakeholders to develop case studies, video testimonials, and other reference materials from Lighthouse and Vanguard engagements.
  • Work with pre-sales teams to match reference customers with potential customers, helping close open opportunities.

Support Customer and Partner Onboarding

• • Monitor deployment activity to track implementations, timelines, and any un-deployed backlog.
  • Collaborate cross-functionally with the Global Partners and Channels team to identify partner gaps and resolve partner-related issues.

Measure and Monitor Customer Success

• • Develop and track key adoption success metrics.
  • Measure customer health and adoption scores.
  • Proactively identify customers with poor health scores and collaborate with account teams and partners to create plans that improve overall customer health.

Qualifications

• 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.
• 8+ years in a customer facing role as a Solution Architect, Technical/Process Consultant, Customer Success manager, or additional related role.
• 5+ years of experience managing executive business stakeholders in a customer organization, preferred. 
• 2+ years of experience with the ServiceNow platform in a technical capacity: developer, solution architect, technical consultant, or additional relevant role
• Knowledge of ServiceNow platform topics such as Playbooks, Process Automation Designer, and Integration Hub preferred
• Knowledge of ServiceNow’s integration tools and capabilities preferred 
• 2+ years of experience working with procurement and/or supply chain processes or technology preferred
• Fanatical about customer success and tenacious about advising, coaching and mentoring customers on our technology as well as the disciplines of procurement and supply chain
• Other skills which will help you succeed in this role: data driven, experience with value consulting/realization, verbal and written communication talent, content (webinar) development
• Candidate must be willing to travel occasionally (up to ~15%) to customer sites and/or ServiceNow events. 

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!

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. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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