Staff Outbound Product Manager - ServiceNow Impact

ServiceNow•Santa Clara, CA

19h•Remote

About The Position

Staff Outbound Product Manager, ServiceNow Impact Company Description 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 — ServiceNow 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. Team: ServiceNow Impact is a customer success product designed to help organizations maximize the value of their ServiceNow investments. It combines personalized guidance, AI-driven insights, and a suite of tools to accelerate digital to help customers adopt ServiceNow solutions quickly, optimize platform health, grow their expertise, and realize value faster. Role: The role reports to the Sr. Manager of Outbound Product Management, ServiceNow Impact. As the Staff Outbound Product Manager, you’ll be the driving force behind the adoption and usage of our Impact product, working closely with cross functional teams to shape strategy, manage day-to-day operations, and deliver measurable results. The perfect candidate is bold, curious, results-oriented, and highly adept at building bridges. A highly matrixed environment is where you thrive, and you get things done by breaking down silos and collaborating across boundaries. You are willing to dive deep into complex problems and possess the influencing skills to bring teams together and deliver the right solutions. What you get to do in this role: Bridge the gap between product development and go-to-market (GTM) execution, ensuring our offerings align with customer needs, market trends, and competitive positioning. Work closely with sales, marketing, partners, and customers to drive adoption, awareness, and revenue growth. Define, measure, and report on product adoption metrics to ensure we are meeting our targets and evolving the product to meet customer needs. Drive Product Adoption: Champion the usage and adoption of the Impact product, ensuring our customers are adopting and getting the benefit of the product. Cross-Functional Leadership: Manage multiple product programs by partnering with Inbound Product Management, Marketing, and other strategic stakeholders. Strategic & Tactical Execution: Provide both a high-level strategic view for process improvements and a hands-on tactical approach to daily progress, managing escalations and blockers effectively. Data-Driven Insights: Analyze trends, develop reports and dashboards, and communicate actionable insights on product adoption and usage to leadership. Ask Why and Provide Clarity: Organize complex, ambiguous problems into clear, prioritized milestones and deliverables while mitigating risks and ensuring timely delivery. Stakeholder Engagement: Build and maintain strong relationships with key stakeholders including the Impact IPM and Engineering, CEG, Strategy and Operations, Delivery, Marketing, and GTM partners. Customer Focus: Gather and provide critical customer insights to influence product roadmap and strategy.

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.
8 + years overall experience and 5+ years of product management experience in SaaS or enterprise software, with a focus on service and/or customer success products.
Demonstrated ability in developing and executing global customer and product programs.
Deep understanding of structured customer engagement and product lifecycle processes.
Excellent analytical, problem-solving, and communication skills with a knack for resolving conflicts and fostering collaboration.
Proven track record in facilitating customer workshops, webinars, and design partnership sessions.
Passion for enabling product teams and customers to succeed and for building measurable success metrics and business cases.
Excellent written and oral communication skills, including experience presenting to executive leadership.

Nice To Haves

Strong ServiceNow platform knowledge is a plus.

Responsibilities

Bridge the gap between product development and go-to-market (GTM) execution, ensuring our offerings align with customer needs, market trends, and competitive positioning.
Work closely with sales, marketing, partners, and customers to drive adoption, awareness, and revenue growth.
Define, measure, and report on product adoption metrics to ensure we are meeting our targets and evolving the product to meet customer needs.
Drive Product Adoption: Champion the usage and adoption of the Impact product, ensuring our customers are adopting and getting the benefit of the product.
Cross-Functional Leadership: Manage multiple product programs by partnering with Inbound Product Management, Marketing, and other strategic stakeholders.
Strategic & Tactical Execution: Provide both a high-level strategic view for process improvements and a hands-on tactical approach to daily progress, managing escalations and blockers effectively.
Data-Driven Insights: Analyze trends, develop reports and dashboards, and communicate actionable insights on product adoption and usage to leadership.
Ask Why and Provide Clarity: Organize complex, ambiguous problems into clear, prioritized milestones and deliverables while mitigating risks and ensuring timely delivery.
Stakeholder Engagement: Build and maintain strong relationships with key stakeholders including the Impact IPM and Engineering, CEG, Strategy and Operations, Delivery, Marketing, and GTM partners.
Customer Focus: Gather and provide critical customer insights to influence product roadmap and strategy.