Senior Director, Area Vertical Lead Customer Engagement Group

ServiceNow•Chicago, IL

2d•Hybrid

About The Position

We are seeking a transformational Senior Director to serve as the general manager of our post-sales organization across the Americas. This is a rare opportunity to own the full customer lifecycle from implementation through expansion — leading a unified organization spanning Customer Success, Professional Services, and Support Services for a rapidly growing SW/AI company. This leader will be the single accountable executive for customer outcomes, services growth, and AI adoption at scale. You will operate with significant autonomy and influence, partnering closely with Sales, Product, and the Global COO to shape how our customers realize value and how we evolve our business model.

Requirements

15+ years in post-sales leadership with at least 5 years managing multi-functional teams (CS, PS, and/or Support) at a SaaS or enterprise software company
Demonstrated track record of owning GRR, NPS, and services revenue simultaneously — not just one function
Experience navigating a transition from traditional SaaS to consumption or usage-based revenue models strongly preferred
Proven ability to lead organizations of 50+ across geographically distributed teams
Background working with AI/ML platform products or driving AI adoption programs a significant differentiator
General manager mindset — you think in P&L terms, not just headcount and customer health scores
Builder of operating systems: you create frameworks, forums, and feedback loops that scale beyond your direct involvement
Data-driven and commercially sharp — equally comfortable in a QBR with a strategic customer and a revenue review with your CFO
Executive presence with the ability to influence peers in Sales, Product, and Finance without formal authority
High accountability culture — you set bold targets, hold the team to them, and create an environment where performance is celebrated and gaps are addressed directly
Relevant Bachelor's degree, MBA or advanced work experience is acceptable.

Nice To Haves

You have built or redesigned a post-sales organization — not just inherited and maintained one
You can speak fluently to AI business outcomes, not just AI product features
You have personally led through a commercial model transition and know what breaks when the incentive structure changes
You have a point of view on the future of post-sales and can articulate it compellingly to a board, a customer, and a frontline team

Responsibilities

Own GRR and net retention as primary accountability metrics, driving proactive risk management and expansion motions
Build and scale high-touch and tech-touch CS coverage models tuned to customer segment and consumption behavior
Establish executive-level relationships with strategic accounts, serving as the escalation point and trusted advisor
Drive software adoption programs that convert license entitlement into measurable business outcomes
Oversee the delivery and commercial performance of professional services, including services revenue and margin targets
Build a services attach motion that accelerates time-to-value and deepens platform dependency
Partner with pre-sales to position services offerings that accelerate deal velocity and reduce implementation risk
Develop repeatable delivery frameworks and accelerators that support scale without proportional headcount growth
Lead a high-performing support organization accountable for NPS and customer satisfaction across all support tiers
Drive continuous improvement in case deflection, resolution velocity, and self-service adoption
Ensure support capacity, tooling, and coverage models align with customer entitlement and segment expectations
Own AI Consumption as a strategic KPI — partnering with Product and CS to design adoption journeys that drive measurable consumption growth
Develop frameworks that translate AI capability into customer value narratives and expansion opportunities
Partner with Sales leadership and Finance to align post-sales incentives with Net New ACV and consumption revenue targets
Lead the CEG organization's transition to consumption-based success metrics and motion design