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.
You thrive at the intersection of strategy, storytelling, and systems. You can translate a complex business challenge into a compelling market narrative, align diverse stakeholders around a common vision, and build the operating model required to scale impact. You enjoy bringing clarity to ambiguity, creating structure where none exists, and leveraging AI and automation to work smarter. If that sounds like your ideal environment, keep reading.
Customer Excellence is one of ServiceNow's most important growth opportunities, helping customers accelerate adoption, realize business value faster, and maximize outcomes from their ServiceNow investments. As Impact continues to scale and Services evolves toward a recurring growth model, ServiceNow is investing in a dedicated Product Marketing leader to define how these offerings are positioned, understood, and activated in market.
The Director, Customer Excellence Product Marketing serves as the dedicated Product Marketing leader for the Customer Excellence portfolio, including Impact, Expert Services, and the broader customer value realization story. This role owns positioning, messaging, seller enablement strategy, market intelligence, and go-to-market frameworks while establishing the operating model needed to scale the function over time.
This is not a traditional portfolio Product Marketing role.
Success requires equal parts strategist, builder, operator, and influencer. You will partner across Product, Customer Excellence, Services, Sales, and Marketing to create a unified narrative, establish scalable ways of working, and build feedback loops that connect customer and seller insights back into the business. You will help determine how this capability scales over time through AI, automation, operating model innovation, partnerships, and future investment decisions.
If you are energized by building new capabilities, influencing senior leaders without direct authority, and creating repeatable systems that scale impact far beyond your own individual contribution, this role was built for you.
Customer Excellence Narrative & Positioning (35%)
Lead the market narrative and positioning strategy for the Customer Excellence portfolio.
Seller Enablement & Go-to-Market Strategy (25%)
Define the strategies and frameworks that enable customer-facing teams to effectively communicate Customer Excellence value.
Market Intelligence & Insights (20%)
Create a scalable market intelligence capability that continuously informs strategy and prioritization.
Customer Excellence Operating Model & Scale (20%)
Establish the operational foundation for how Customer Excellence Product Marketing works and scales.
To maintain focus and strategic impact, this role does not own:
This role defines the narrative, positioning, enablement strategy, and market insights. Partner organizations execute within their respective functions.
Develops compelling narratives, differentiated positioning, competitive strategies, and scalable go-to-market frameworks.
Creates structures that bring clarity to complexity, designing operating models, governance frameworks, and repeatable processes that scale.
Looks beyond individual deliverables to create sustainable capabilities, operating mechanisms, and long-term organizational leverage.
Creates executive-ready materials and communicates complex concepts with clarity, precision, and influence.
Thrives in environments requiring close collaboration across Product, Sales, Services, Marketing, and Customer Excellence teams at all levels.
Builds trust quickly, drives alignment, resolves ambiguity, and successfully influences without direct authority.
Energized by creating new capabilities, establishing operating models, and bringing clarity to ambiguous business challenges.
Actively explores AI-enabled workflows, automation opportunities, and innovative approaches that improve productivity and organizational scale.
Requires minimal direction, proactively identifies opportunities, develops solutions, and drives outcomes.
Balances strategic thinking with execution excellence and enjoys building systems that create durable impact.
Maintains deep curiosity about customer outcomes, adoption challenges, and value realization opportunities.
Maintains momentum through complexity, drives initiatives to completion, and consistently delivers business outcomes.
First 90 Days
For positions in this location, we offer a base pay of <<$192,400 - $300,650>>, 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.
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.
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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.
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 globaltalentss@servicenow.com for assistance.
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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ServiceNow (NYSE: NOW) makes the world work better for everyone. Our cloud-based platform and solutions help digitize and unify organizations so that they can find smarter, faster, better ways to make work flow. So employees and customers can be more connected, more innovative, and more agile. And we can all create the future we imagine. The world works with ServiceNow.
For more information, visit www.servicenow.com.
