Customer Excellence Solutions Director

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.

Role:

We are seeking a highly motivated, creative, and experienced Customer Success Solution Director to join ServiceNow’s Product and Solutions marketing team. In this role, you will lead the development and elite execution of differentiated positioning, breakthrough messaging and integrated programs to celebrate ServiceNow’s commitment to our customers enduring success across the end-to-end customer journey from pre to post sale.

You will work closely with ServiceNow’s sales, services, product, customer success and marketing team’s on high-visibility endeavors, including launches, marketing acquisition and retention programs, events, seller enablement, and the presence on ServiceNow.com. You will become the go to market expert on our Customer Success Solutions, products and offers and ensure we tell a clear and unified story across all our marketing and sales channels. If you have a passion for crafting inspirational customer narratives, building clear messaging and breakthrough content while working closely with our customers to make them raving and loyal SN fans, then this role is for you! To be successful in this role, you must be experienced in enterprise B2B marketing, have excellent communication and messaging skills, and a strong understanding and interest in driving retention and building an enduring relationship SN customers.

What you get to do in this role:

• Positioning and Messaging – Lead the development of compelling narrative and value proposition for ServiceNow’s Customer Success Solution and framework to scale. Drive the inclusion of customer success into our brand and company narrative as well as within industry, field and solutions content. Seamlessly integrate work across pre and post experience. Monitor messaging performance across end-to-end customer journey and identify opportunities for improvement.
   
• Customer Advocate Creation– Drive global initiatives to build customer advocates, nurture ongoing relationships and hero customers across key marketing initiatives. Build content and channels to expand communities of loyal and raving fans. Lead success inclusion within brand and customer evidence teams resulting in high quality content and the elevation of customers success in corporate efforts. (advertising, website, customer stories, presentations, videos, etc.).
   
• Event Strategy and Management– Create a cohesive and elevated Customer Success strategy and experience across key events underpinned with inspirational creative, clear and concise content, subject matter expert speaking opportunities, customer showcases and messaging support.
   
• Enablement – Build relevant content and conduct sessions for sales, customer success and marketing teams to ensure a consistent understanding of the comprehensive Customer Success Solution to enable new customer acquisition, retention and upsell and cross sell efforts. Work in direct alignment with other product and services marketing teams to craft seamless and relevant messaging to be included in cross solution and product portfolio efforts. (Success should be included in all we do)
   
• Demand & Retention –Lead direct connection with business operations (sales and success) to identify marketing strategies needed. Create and activate the needed strategy including defining effective levers to pull from awareness to consideration to purchase to loyalty with accelerated execution. Enable ongoing demand with SN customer base through collaboration with internal campaign teams and renewal strategy.
   
• Integrated Sales, Marketing and Success - Define functional collaboration model to drive integration of customer success solution value across regional and local sales motions while drive marketing initiatives to support upsell, cross sell and retention/renewal opportunities.
   
• Press and Analysts Relations- Partner with Analyst Relations and Public relations experts to build effective communications strategy including thought leadership, Analyst briefings/inquiries and ongoing stories/pitches to increase awareness and set benchmark for customer success leadership in market

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. 

• Ability to translate industry processes into digital transformation opportunities across products
• Natural empathy for, and understanding of, needs of customers across organizations from a variety of industries, including retail, education, transportation and energy.
• Proven ability for driving traction and programs that ensure success of an extended ecosystem, designed to scale
• The ability to generate ideas for how our products can make our customers and partners more successful
• Domain expertise in business to business marketing and the ability to collaborate with organizations on how ServiceNow can help them evolve to achieve their desired business objectives.
• Passion about our products and solutions and the possibilities of shaping the future of how people work
• 15+ years of industry marketing or marketing experience
• Highly collaborative and effective communicator
• Strong ability to translate and simplify complex technology concepts to business value for consumption by customers, sales and partners
• Proven experience designing, developing and implementing insight-driven, content-led marketing campaigns working with the business and marketing leadership
• Strong content curation/development experience with a track record of customizing/targeted messaging central content for specific industry audiences/client priorities
• Excellent storytelling, campaign planning, content customization, and project management skills
• Very strong written communication skills
• Industry marketing experience or equivalent experience targeting specific technology buyer segments
• Strong experience in digital content and campaigns
• Must be comfortable with social media and community participation
• Excellent people skills to interact with staff, colleagues and cross-functional teams, and third parties
• Must be a high-impact individual, dynamic speaker, and leader
• 25%-30% travel, nationally and internationally

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!

For positions in this location, we offer a base pay of $170,200 - $297,900, 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.

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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