VP Customer Excellence Marketing

ServiceNow is seeking a dynamic and visionary Vice President of Customer Excellence Marketing to lead our efforts in driving product adoption and longterm customer success marketing across our platform. As the VP of Customer Excellence Marketing you will guide adoption journeys foster strong communities create pathways for learning and knowledge sharing to create successful customers and evangelists.

Key Responsibilities:

• Customer Excellence Marketing Leadership:
  Lead and inspire the Customer Excellence Marketing organization to develop and execute strategies that maximize customer satisfaction product adoption and longterm retention. Work as an extended leadership team member to the SVP of Customer Excellence in the GotoMarket organization.
• Adoption Strategy & Execution:
  Drive the development of customer adoption journeys ensuring seamless post sale experience to the Platform owner to lead them to the right learning development and communities to achieve success.
• Customer Excellence Messaging:
  Craft compelling and tailored customer success messaging that emphasizes the value of ServiceNows products and ensures our customers understand and embrace the ServiceNow Impact for value realization.
• Community Building:
  Develop opportunities for customers to engage with each other ServiceNow experts and industry thought leaders through online communities live events and user groups. Build cohorts of likeminded customers who can share best practices and foster a strong sense of community.
• Customer Education & Enablement:
  Create programs that provide continuous learning opportunities in partnership with the ServiceNow University team
• Customer Evangelism & Advocacy:
  Identify and nurture customer advocates who can champion ServiceNows products and tell our story through testimonials case studies and participation in marketing activities.
• Crossfunctional Collaboration:
  Partner closely with product management the broader marketing organization and sales to ensure customer feedback is incorporated into the product roadmap and that marketing efforts align with customer success strategies.
• Metrics & Performance:
  Define and track key metrics for customer success marketing including adoption rates satisfaction scores retention and growth in partnership with the Customer Success GTM team. Use datadriven insights to continuously optimize the customer experience and improve outcomes.

Qualifications :

• 1015 years of experience in Customer Success Marketing or related leadership roles within enterprise technology preferably with SaaS products.
• Proven track record of driving successful product adoption and managing complex customer success journeys at scale.
• Exceptional leadership and team management skills with the ability to inspire and motivate a diverse global team.
• Strong strategic thinking problemsolving and communication skills with the ability to craft compelling customer success messaging.
• Experience building and nurturing customer communities user groups or customer networks.
• Demonstrated ability to cultivate customer advocates and drive customerled marketing initiatives.
• Ability to work crossfunctionally especially with product marketing and sales teams.
• Understanding of ServiceNow products or experience with enterprise software platforms is a plus.

Not sure if you meet every qualification We still encourage you to apply! We value inclusivity welcoming candidates from diverse backgrounds including nontraditional paths. Unique experiences enrich our team and the willingness to dream big makes you an exceptional candidate!

Additional Information :

Work Personas

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. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status 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. 

Accommodations

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 for assistance. 

Export Control Regulations

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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