Senior Product Success Manager

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 — Service Now 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.

Product Excellence (PEx) is the highest-tier team of experts within the Customer Excellence Group (CEG). We are the first line of advisors for our newest products, and we are the last line of defense to protect our customers.

This is a unique opportunity to serve as a highest tier HR Service Delivery (HRSD) product expert and lead our strategic HRSD customers on the path of adopting our newest innovation while ensuring they are getting value from our products.

As a member of the HRSD Product Excellence (PEx) team, you will play a critical role in driving adoption and innovation across our HRSD products, with a focus on accelerating AI-powered capabilities. You will partner closely with product teams to amplify the voice of the customer, influence roadmap decisions, and ensure our solutions deliver meaningful value. Additionally, you will lead customer programs and monitor customer health to support value realization, renewals, and advocacy.

You will have a broad impact by scaling our specialized knowledge to support and upskill the Customer Experience Group (CEG), Expert Services, and Partner organizations.

• Lead Strategic HRSD adoption 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 CBS and HRSD suites and support adoption of adjacent Service Now products in Core Business Workflow.

• 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 Service Now Product Management and R&D to provide field insights, influence the product roadmap, and contribute to ongoing innovation for our HRSD product.

• HRSD Evangelism & Ecosystem Leadership:
  Act as a key stakeholder and chief evangelist within the HRSD 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 HRSD accounts requiring remediation or strategic attention.

• Mitigate renewal risk:
  Mitigate renewal risk by proactively identifying at-risk HRSD 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 CBW and HRSD 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.

• 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 5+ years of work experience with Service Now platform a minimum of 3 years in a technical or techno-functional customer-facing role, delivering Service Now HRSD product line implementations for large organizations.

• Service Now Certified System Administrator and other Service Now Certified Implementation Specialist certifications are desired, such as CTA.

• Strong Service Now platform knowledge with the ability to roll up sleeves and resolve technical issues while also understanding process nuances and KPIs that are critical for customer’s HR operations.

• Experience in shaping strategic programs that span multiple business units, leveraging deep platform and HRSD product expertise and customer insights to influence roadmap and adoption strategies.

• Proven ability to lead complex, large-scale HRSD initiatives across global enterprise environments, driving alignment among diverse stakeholders and delivering measurable outcomes.

• Possesses deep-rooted expertise and an active presence in the HR industry, leveraging domain knowledge and industry…