Senior Director, Product Management, Customer Success

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone-freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow- helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

Senior Director, Product Management, Customer Success

Location: Santa Clara, CA

As Senior Director of Product Management for Customer Success, you will lead a global team of Technical Product Managers (TPMs) responsible for the platform, tools, and technologies that power ServiceNow's post-sale fulfillment experience. You will drive the strategy for a single pane of action - consolidating fragmented tooling into one unified platform that gives every agent, from Customer Success Managers to Renewal Managers, a real-time view of the customer with AI-surfaced insights and next-best actions at the moment of engagement. As the product and technology partner to the Customer Success organization, you will be involved in all technology decisions for the organization and as customer zero - partner directly with Servicenow core platform leaders to shape and accelerate new innovation.

You will bring deep technical acumen to the role - fluent in system design, data analysis, and AI/ML concepts - enabling you to partner credibly with engineering, drive build-vs-buy decisions, and hold the team to a high bar of product management craftmanship. Your work will impact the business directly and will be measured through agent productivity improvements, accelerate customer time to value, and grow customer adoption.

This is a high-visibility, high-accountability role at the intersection of product strategy, executive influence, and operational execution. You will be the product leader who defines how employees manage customer relationships, aligns the organization around that direction, and drives delivery with a cross-functional team across Engineering, UX, Data, and AI. Success in this role means employees spend less time navigating tools and more time driving customer outcomes - and that the platform's impact is visible, measurable, and compounding.

Key Responsibilities

• Product Strategy & Roadmap Define and own a clear, multi-horizon product strategy for the CEG Customer Success Platform. Translate organizational priorities into near-term delivery commitments and long-term capability investments - from onboarding and adoption through risk management, renewal readiness, and expansion. Your roadmap should be opinionated, sequenced by impact, and defensible at the executive level.
• Execution & Delivery Drive on-time, high-quality delivery across a complex cross-functional program. Translate business intent into well-scoped product requirements that engineering and design can execute with confidence. Hold the bar on quality, velocity, and outcome measurement - from discovery through launch and post-launch performance tracking.
• Communications & Executive Alignment Communicate clearly and with authority at every level of the organization. Internally, drive team clarity on priorities, tradeoffs, and progress. Build alignment with CEG leadership and stakeholders by presenting strategy, progress, and impact in terms that enable faster, better decisions. You should be able to walk into any executive forum and tell the CSP story with confidence.
• Stakeholder Management Build and sustain strong working relationships across Customer Success Managers, Engineering, Design, and Architecture. Anticipate where mis-lignment could arise, socialize tradeoffs before they become friction, and operate as a trusted partner to every team that depends on CSP.
• Team Leadership & Talent Development Build a high-performing product team that deeply understands Customer Success workflows, CEG operational realities, and the data signals that drive fulfiller behavior. Invest in recruiting, coaching, and capability development as a leadership priority. Set a high bar for the work, create room for experimentation, and develop the next generation of product leaders on your team.
• AI Productivity & Innovation Champion AI-native ways of working across the product team and the platform itself. Model the behavior you want to see by using AI to accelerate discovery, requirements quality, and decision-making, and translate that into platform capabilities that materially improve CEG fulfiller productivity and customer outcomes. Be a change agent, not just an observer.
• Technical Acumen & Platform Depth : Bring the technical credibility to engage as a peer with engineering and architecture. Understand how data flows, APIs connect, agents orchestrate, and workflows execute - well enough to challenge assumptions, evaluate tradeoffs, and prevent avoidable rework. You don't need to write the code, but you should never be the person in the room who doesn't understand what's being built or why it's hard.

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Qualifications

To be successful in this role you have:

• 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.
• 15+ years of product management experience, with at least 5 years leading senior PM teams in an enterprise SaaS environment.
• Proven experience in working closely with Engineering, Product and Customer Success including experience driving technical solutions and able to translate technical requirements.
• Proven track record owning a complex, cross-functional product portfolio from strategy through delivery and outcome measurement.
• Experience building products for Customer Success, CRM, or post-sale enterprise workflows
• Executive communication skills - able to build alignment across VP and SVP stakeholders on strategy, tradeoffs, and roadmap decisions.
• Strong operator mindset: comfortable holding accountability for outcomes across organizational boundaries.
• Demonstrated ability to recruit, develop, and retain high-performing product talent.
• Fluency in AI product capabilities and experience integrating AI into enterprise workflows.
• Stay knowledgeable of industry trends and emerging technologies to drive innovation within the product portfolio. Encourage a culture of experimentation and learning within the team.

JV20

For positions in this location, we offer a base pay of $254,500 - $445,400 , plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

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 and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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 View email address on click.appcast.io 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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