Director of Customer Excellence Product Marketing, ServiceNow
$192.4-300.6k
Office located in 2225 Lawson Lane, 95054 Santa Clara
Cloud-based digital workflows for enterprises
Be an early applicant
Cloud-based digital workflows for enterprises
1001+ employees
Be an early applicant
$192.4-300.6k
Office located in 2225 Lawson Lane, 95054 Santa Clara
1001+ employees
Company mission
To transform IT to revolutionize the enterprise.
Role
Who you are
- 10+ years of experience in Product Marketing, Solution Marketing, Product Strategy, Go-to-Market, or related enterprise technology roles
- Proven experience developing positioning, messaging, and go-to-market strategies for complex enterprise offerings
- Experience influencing senior executives and leading strategic initiatives in highly matrixed organizations
- Experience partnering across Product, Sales, Services, Customer Success, and Marketing organizations
- Experience building or establishing new capabilities, operating models, or programs from the ground up
- Strong understanding of customer adoption, value realization, customer success, professional services, or recurring revenue business models preferred
What the job involves
- The Director, Customer Excellence Product Marketing serves as the dedicated Product Marketing leader for the Customer Excellence portfolio, including Impact, Expert Services, and the broader customer value realization story
- This role owns positioning, messaging, seller enablement strategy, market intelligence, and go-to-market frameworks while establishing the operating model needed to scale the function over time
- This is not a traditional portfolio Product Marketing role
- Success requires equal parts strategist, builder, operator, and influencer. You will partner across Product, Customer Excellence, Services, Sales, and Marketing to create a unified narrative, establish scalable ways of working, and build feedback loops that connect customer and seller insights back into the business
- You will help determine how this capability scales over time through AI, automation, operating model innovation, partnerships, and future investment decisions
- If you are energized by building new capabilities, influencing senior leaders without direct authority, and creating repeatable systems that scale impact far beyond your own individual contribution, this role was built for you
- Lead the market narrative and positioning strategy for the Customer Excellence portfolio
- Own positioning and messaging for Impact, Expert Services, and emerging Customer Excellence offerings
- Develop differentiated value propositions, messaging frameworks, and competitive positioning strategies
- Build and maintain the market narrative explaining why Impact and Expert Services matter, how they work together, and the value customers realize through both offerings
- Create compelling customer value realization stories that connect product adoption to measurable business outcomes
- Ensure Customer Excellence offerings are consistently represented across ServiceNow platform, solution, and industry narratives
- Serve as the strategic advisor for Customer Excellence messaging and positioning decisions across the organization
- Define the strategies and frameworks that enable customer-facing teams to effectively communicate Customer Excellence value
- Define seller readiness and enablement strategies that improve awareness, adoption, and utilization
- Develop messaging frameworks, sales narratives, talk tracks, battlecards, and objection handling strategies
- Partner with Sales, Enablement, and Customer Excellence leadership to improve field effectiveness and consistency of message
- Support the Services transformation toward recurring revenue models through effective positioning and go-to-market strategies
- Establish measurement approaches to assess seller readiness, content utilization, and messaging adoption
- Create a scalable market intelligence capability that continuously informs strategy and prioritization
- Establish a structured Voice of Customer, Voice of Field, and Voice of Services feedback model
- Synthesize customer feedback, seller insights, competitive intelligence, adoption trends, and market signals
- Conduct win/loss analysis and identify messaging gaps, competitive threats, and growth opportunities
- Create repeatable feedback loops that connect market insights to Product, Services, Customer Excellence, and Marketing stakeholders
- Translate market signals into actionable recommendations that influence strategy and investment decisions
- Establish the operational foundation for how Customer Excellence Product Marketing works and scales
- Design and evolve the Customer Excellence Product Marketing operating model
- Establish repeatable engagement frameworks across Product, Customer Excellence, Services, Sales, Enablement, and Marketing
- Define operating rhythms, governance structures, stakeholder engagement models, and decision-making frameworks
- Create scalable frameworks, templates, and best practices that increase consistency and reduce dependency on manual effort
- Build systems and workflows that enable scale through AI, automation, and leverage rather than headcount alone
- Evaluate future organizational needs and recommend investments, operating model enhancements, or resource requirements based on business impact and maturity
- Operate as the connective tissue across Product, Customer Excellence, Services, Sales, and Marketing organizations
- Influence VP- and senior leader-level stakeholders without direct authority
- Drive alignment around Customer Excellence priorities, positioning, and strategic initiatives
- Establish clear ownership boundaries and engagement models across a complex stakeholder environment
- Represent Customer Excellence priorities within Product & Solutions Marketing planning and execution processes
- What Success Looks Like
- First 90 Days
- Develop a deep understanding of the Customer Excellence portfolio, stakeholder landscape, and existing market perception
Our take
ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations, transforming old, manual ways of working into modern digital workflows. The company was founded in 2004 with a vision to build a cloud-based platform that would enable regular people to route work effectively through the enterprise.
Much as Salesforce enables a company to manage its external clients by keeping a record of all contacts and interactions, ServiceNow promises an internal system to meet the needs of employees. It has succeeded in claiming half the market, setting itself apart from legacy IT service-management software players like BMC Software, Hewlett Packard Enterprise, Cherwell Software and CA Technologies.
The company's success comes from two product traits: simplicity and customisability. ServiceNow's IT tools don't require the IT department to set them up. Once running, they offer a single collection centre for requests, data points and checklists, all of which can in turn be analysed by algorithms to predict needs, flag concerns and measure efficiency.
The company has more than 7,700 customers, including 85% of the Fortune 500 list of the United States' largest corporations. ServiceNow now looks to increase its revenue threefold in the upcoming years and has entered into a 5-year partnership plan with Visa, beginning with the launch of a Visa-integrated dispute resolution solution for issuers. The company is prioritising organic growth over mergers and acquisitions, with a target revenue of $15B, something which its Visa partnership will no doubt aid in achieving.
Freddie
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2012
$11m
GROWTH EQUITY VC
Feb 2012
$17.9m
GROWTH EQUITY VC
Total funding: $83.8m
Company benefits
- Generous family leave
- Matched donations
- Annual learning stipends
- Flexible PTO
- Competitive retirement plan
- Paid volunteer time
Company HQ
Santa Clara, CA
Salary benchmarks
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