Software Licensing Manager

ServiceNow•Waltham, MA

7h•Hybrid

About The Position

We are seeking a highly skilled and motivated professional to lead the successful launch, rollout, and ongoing evolution of a Commit to Consume Pricing Model for large enterprise ServiceNow accounts. This role is pivotal in ensuring Customers adopt ServiceNow products and manage license utilization as a part of the Commit-To-Consume commercial model. The ideal candidate is a strategic and analytical thinker and hands-on operator with strong experience in pricing, product usage analytics, and SaaS subscription models. They will work weekly with enterprise Customers to review license utilization, product usage and manage disputes. They will work cross-functionally with Pricing, Sales, Operations, Business Intelligence, Product, Finance, and Engineering teams to establish the foundations of the new pricing model, monitor adoption and performance, and continuously refine the program to maximize customer and business outcomes. This individual will be responsible for building and operationalizing processes that track customer commitments, usage, and entitlements, as well as driving transparency and alignment across internal teams and external customers. They will also own cross-functional alignment of account status and capturing best practices as the program scales.

Requirements

Minimum 8 years’ strong experience in data analytics, pricing operations, sales operations, or deal desk, preferably in the software industry.
Ability to analyze license usage data, spot anomalies, identify trends, and make recommendations based on statistical evidence.
Familiarity with resolving entitlement/usage discrepancies and ensuring accuracy in reporting pipelines.
Deep understanding of SaaS pricing/consumption models, true-ups, and revenue recognition implications.
Experience designing repeatable frameworks for intake, dispute analysis, and usage review.
Familiarity with software contracts, commit-to-consume structures, and the commercial impact of consumption patterns.
Ability to link usage trends to upsell opportunities, renewal health, and broader customer lifecycle value.
Skilled at working with Ops, Finance, Sales, Customer Success, and Legal to align on tough decisions.
Ability to present data-backed reasoning clearly, diplomatically, and persuasively, even when delivering unfavorable news, especially with end-customers.
Strong skills in de-escalating tense conversations with frustrated customers, while staying objective and professional.
Skilled at acknowledging customer concerns while reinforcing contractual and usage facts.

Responsibilities

Support the successful rollout and adoption of the organization’s new SaaS Pricing Model across global teams and customers.
Monitor, analyze, and interpret customer usage, entitlements, and commitments to ensure compliance with contractual terms while supporting customer value realization.
Drive internal enablement by developing playbooks, training, and documentation for Sales, Operations, and Product teams.
Conduct initial preliminary usage review prior to commit-to-consume contract signature to ensure alignment on usage with customer.
After customer has rolled out commit-to-consume contract, host internal review with account team and customer success manager to review customer usage and align on messaging.
Meet with customer to review customer portal mechanics, how to manage entitlements and usage, including the ability to increase or decrease product entitlements.
Support open inquiries from the customer based off product entitlement measurement, usage, and any questions in response to usage notifications.
Work with commit-to-consume Ops team to resolve any data quality issues affecting entitlement & usage.
Support the resolution of customer usage disputes, including the analysis of the dispute in question, provision of a recommendation, review with commit-to-consume department Lead, and review of the outcome with the customer if questions arise.
Lead monthly account status review with the Account Team, Impact Squad and supporting CSM.
Inputs into customer Quarterly Usage Review to ensure connecting with account team to address upsell potential.
Customer Feedback Collection: Standardize support, maintenance, and iterative improvements of the Commit-to-Consume customer portal/customer portal.