Principal Product Success Manager, ServiceNow
$187.6-328.3k
+ Variable/incentive compensation and ESPP
20-30% of travel required
Cloud-based digital workflows for enterprises
Job no longer available
Cloud-based digital workflows for enterprises
1001+ employees
Job no longer available
$187.6-328.3k
+ Variable/incentive compensation and ESPP
20-30% of travel required
1001+ employees
Company mission
To transform IT to revolutionise the enterprise.
Role
Who you are
- 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
- Overall 12+ years of work experience with a minimum of 7 years in a technical or techno-functional customer-facing role delivering ServiceNow ITSM implementations for large organizations
- ServiceNow Certified System Administrator and other ServiceNow Certified Implementation Specialist certifications are desired
- Strong ServiceNow platform knowledge with the ability to roll up sleeves and resolve technical issues while also understand process nuances and KPIs that are critical for customer’s IT operations
- Proven track record of driving business growth and customer satisfaction through innovative technology solutions
- Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical audiences
- Strong analytical and problem-solving skills
- Ability to work effectively in a fast-paced, dynamic environment
- Familiarity with Agile methodologies and experience working in an Agile environment
- Strong problem-solving skills and ability to work independently or as part of a team
- Experience working with cross-functional teams, including process owners, engineers, sales, and marketing professionals
- Strong industry connections and network, with the ability to leverage relationships to drive business growth and partnerships
- Customer-focused mindset and commitment to delivering high-quality results
- Proven ability to lead complex, large-scale ITSM initiatives across global enterprise environments, driving alignment among diverse stakeholders and delivering measurable outcomes
- Experience in shaping strategic programs that span multiple business units, leveraging deep platform expertise and customer insights to influence roadmap and adoption strategies
- 20-30% of travel required
What the job involves
- This is a unique opportunity to serve as a highest tier ITSM product expert and lead our strategic customers on the path of adopting our newest innovation while ensuring they are getting value from our products
- As a member of the ITSM Product Excellence team, you will work directly with customers to enhance their overall experience with our products and make them successful, happy customers that want to share their story with others. You will deliver customer programs and monitor customer health to ensure value realization and successful renewals. You will also act as a liaison between the customer excellence and product teams enabling customer facing teams on new products while channeling impactful voice of customer to our product teams
- Lead Strategic Customer Engagements: Drive the resolution of complex, high-impact, and highly visible global customer situations, ensuring exceptional customer satisfaction and value realization
- Innovation & Time-to-Value Acceleration: Develop and execute innovative implementation strategies to reduce time-to-value for ITSM suite and support adoption of adjacent ServiceNow products
- Advanced Escalation Management: Serve as the primary escalation point for critical customer issues not resolved by Support, Expert Services (ES), or Impact teams
- Product Strategy & Influence: Partner closely with ServiceNow Product Management and R&D to provide field insights, influence the product roadmap, and contribute to ongoing innovation
- ITSM Evangelism & Ecosystem Leadership: Act as a key stakeholder and chief evangelist within the ITSM ecosystem, advocating for best practices, scalable solutions, and cross-functional collaboration
- At-Risk Account Recovery: Develop and deliver on strategies to support higher retention rates for accounts requiring remediation or strategic attention
- Mitigate renewal risk: Mitigate renewal risk by proactively identifying at-risk accounts through Product Excellence tooling and AI-driven insights, coordinating targeted interventions, D&L mitigation strategies, and tailored enablement plans. Drive alignment across Customer Excellence Group, Sales, and Product teams to ensure value realization and renewal success
- New Product Leadership: Lead early adoption and pilot efforts (Vanguards) for new product releases, collaborating with product teams to validate use cases and drive successful outcomes
- AI-Driven Innovation: Ideate and shape AI-led strategies that align with product roadmap and help reduce customer Time To Value
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 7500 customers, including 80% of the Fortune 500 list of the United States' largest corporations. ServiceNow now looks to increase its revenue threefold in 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 $15 billion, 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
- Commuter benefits
- Annual learning stipends
- Work from home opportunities
- Generous family leave
- Matched donations
- Flexible PTO
- 401(k) matching
- Paid volunteer time
Company HQ
Santa Clara, CA
Leadership
Fred Luddy
(Founder & Chairman Of The Board)Previously Software Developer at Amdahl Corporation for 4 years and CTO at Peregrine Systems for 13 years.
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