Manager, Product Success

  • Full-time
  • $100k+/mo
  • a month ago
Customer Support
Job Description
We are seeking a Product leader who is passionate about creating empowering and supportive experiences for people at work. As the Manager of Product Success, you will report to our VP, Global Head of Product Success, to lead an organization that is passionate about building innovative experiences and supporting our customers on adoption.
This is the perfect role for a product leader who is eager to work with our Customers, Sales, Services Product and Solution Consulting organizations and fascinated by the changing world of work, and the evolving needs of businesses who are navigating flexible work arrangements and distributed, global teams.
Customer Experience is a critical function of this organization and building best practices, guidelines, content strategy, at Scale components and plans is critical to this role. This leader must provide a plan to foster customer centric solutions, self-serve tracking within the teams as well as build in programmatic approaches where needed. As the leader of this NowX Product Success team, you will have a massive impact on how businesses evolve to provide predictive, empowering, and productivity-boosting cross functional experiences for internal and external customers. The global team with this leader will be building components that help deliver technology and content to all teams that are customer facing to get our customers to adopt faster with time to value.
This role is part of our Customer Success Org that is the core to our customer experiences. Our Product Success teams come from a diverse set of practice area skills and backgrounds and continue to partner closely with internal and external teams to deliver adoption to our customers. At ServiceNow, the Product Success team has a seat at the table to collaborate closely with multiple teams like Product Management, Services, Sales, Solution consulting, Engineering and Leadership. We embrace representation in and from all professional and personal backgrounds and cultures. This diversity inspires passion and creativity among our teams and propels innovation in our products. This leader drives strategic decisions, field innovations, and product feedback to help the teams align product strategy to the business needs of our customer base. Building out a content strategy to align to customer outcomes, digital content development and diving customer value are going to be key to this role.
  • Partner closely with Business Unit GM’s, Customer Success leaders, Training and Partners to create and lead end-to-end data product strategy, execution, and user adoption for Customers and Go-To-Market.
  • Lead a global team ~5 product success managers on customer adoption, automation and digital touches. Build best practice plans for our customers at scale
  • New Product Introductions and validating how to touch customers consistently.
  • Build critical technology components that integrate with our Products and tools to deliver customer experiences at scale.
  • Recruit and develop talent providing hands on guidance to the team.
  • Monitor business performance indicators to help guide strategic direction and operational priorities for Product and Customer Success leadership (e.g. identify early warning signs in account health and levers to improve).
  • Collaborate with peers across the ServiceNow ecosystem to define and activate customer experiences and meet KPI’s.
  • Create and influence cross functional organization with partnership for an enterprise level engagement model.
  • 8+ years in a customer-facing role as a Solution Architect, Technical Consultant, Customer Success leader, Product leader or similar role.
  • 5+ years of technical experience with the ServiceNow platform as a Customer Success, Solution Architect, Technical Consultant, Product Owner, or similar role
  • Strong technical skills and can roll up their sleeves to fix technical challenges if needed
  • Expert problem-solving skills and enjoys untangling complex problems
  • Knowledge and experience in the IT and Cloud domain preferred
  • Passion for customer success and is tenacious about advising, coaching, and mentoring customers on our technology to drive long-term value
  • Highly data-driven with commitment to drive customer engagement towards business outcome and value realization
  • Experience managing multiple customers engagements at once
  • Strives in fast-paced environments
For positions outside the Bay Area, we offer a base pay of 249,800, 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 (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.
Additional Information
ServiceNow is an Equal Employment 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.
At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.
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