Senior Director, Product Management, Customer Success

ServiceNow•Santa Clara, CA

1d•$254,500 - $445,400•Hybrid

About The Position

As Senior Director of Product Management for Customer Success, you will lead a global team of Technical Product Managers (TPMs) responsible for the platform, tools, and technologies that power ServiceNow's post-sale fulfillment experience. You will drive the strategy for a single pane of action — consolidating fragmented tooling into one unified platform that gives every agent, from Customer Success Managers to Renewal Managers, a real-time view of the customer with AI-surfaced insights and next-best actions at the moment of engagement. As the product and technology partner to the Customer Success organization, you will be involved in all technology decisions for the organization and as customer zero — partner directly with Servicenow core platform leaders to shape and accelerate new innovation. You will bring deep technical acumen to the role — fluent in system design, data analysis, and AI/ML concepts — enabling you to partner credibly with engineering, drive build-vs-buy decisions, and hold the team to a high bar of product management craftmanship. Your work will impact the business directly and will be measured through agent productivity improvements, accelerate customer time to value, and grow customer adoption. This is a high-visibility, high-accountability role at the intersection of product strategy, executive influence, and operational execution. You will be the product leader who defines how employees manage customer relationships, aligns the organization around that direction, and drives delivery with a cross-functional team across Engineering, UX, Data, and AI. Success in this role means employees spend less time navigating tools and more time driving customer outcomes — and that the platform's impact is visible, measurable, and compounding.

Requirements

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.
15+ years of product management experience, with at least 5 years leading senior PM teams in an enterprise SaaS environment.
Proven experience in working closely with Engineering, Product and Customer Success including experience driving technical solutions and able to translate technical requirements.
Proven track record owning a complex, cross-functional product portfolio from strategy through delivery and outcome measurement.
Experience building products for Customer Success, CRM, or post-sale enterprise workflows
Executive communication skills — able to build alignment across VP and SVP stakeholders on strategy, tradeoffs, and roadmap decisions.
Strong operator mindset: comfortable holding accountability for outcomes across organizational boundaries.
Demonstrated ability to recruit, develop, and retain high-performing product talent.
Fluency in AI product capabilities and experience integrating AI into enterprise workflows.
Stay knowledgeable of industry trends and emerging technologies to drive innovation within the product portfolio. Encourage a culture of experimentation and learning within the team.

Responsibilities

Define and own a clear, multi-horizon product strategy for the CEG Customer Success Platform. Translate organizational priorities into near-term delivery commitments and long-term capability investments — from onboarding and adoption through risk management, renewal readiness, and expansion. Your roadmap should be opinionated, sequenced by impact, and defensible at the executive level.
Drive on-time, high-quality delivery across a complex cross-functional program. Translate business intent into well-scoped product requirements that engineering and design can execute with confidence. Hold the bar on quality, velocity, and outcome measurement — from discovery through launch and post-launch performance tracking.
Communicate clearly and with authority at every level of the organization. Internally, drive team clarity on priorities, tradeoffs, and progress. Build alignment with CEG leadership and stakeholders by presenting strategy, progress, and impact in terms that enable faster, better decisions. You should be able to walk into any executive forum and tell the CSP story with confidence.
Build and sustain strong working relationships across Customer Success Managers, Engineering, Design, and Architecture. Anticipate where mis-lignment could arise, socialize tradeoffs before they become friction, and operate as a trusted partner to every team that depends on CSP.
Build a high-performing product team that deeply understands Customer Success workflows, CEG operational realities, and the data signals that drive fulfiller behavior. Invest in recruiting, coaching, and capability development as a leadership priority. Set a high bar for the work, create room for experimentation, and develop the next generation of product leaders on your team.
Champion AI-native ways of working across the product team and the platform itself. Model the behavior you want to see by using AI to accelerate discovery, requirements quality, and decision-making, and translate that into platform capabilities that materially improve CEG fulfiller productivity and customer outcomes. Be a change agent, not just an observer.
Bring the technical credibility to engage as a peer with engineering and architecture. Understand how data flows, APIs connect, agents orchestrate, and workflows execute — well enough to challenge assumptions, evaluate tradeoffs, and prevent avoidable rework. You don't need to write the code, but you should never be the person in the room who doesn't understand what's being built or why it's hard.