Senior Manager Customer Marketing Adoption

Customer Excellence Marketing 
Customer Marketing is focused on strategies and tactics that help customers get started with ServiceNow deploy products and applications accelerate time to first value and ultimately achieve their business goals quickly. We build strong relationships with existing customers and partners engaging them through email events community activities etc. to drive adoption retention loyalty and upselling opportunities. This datadriven team understands customer needs and preferences creating targeted communications and delivering personalized experiences to enhance customer engagement. The Customer Marketing team works closely with the Customer Excellence Group and Product Management teams at ServiceNow.

We are looking for a skilled Customer Marketing Manager with 10 years of experience in customer success online and inperson user group engagement adoption or customer marketing to join our dynamic team. This role will focus on working with the product teams to define a postpurchase content strategy codesigning effective nurtures/journeys and deployment/adoption experiences aligned to a product lifecycle. The ideal candidate will be adept at leveraging customer data and insights to create targeted marketing initiatives and understands the critical role of content to drive engagement via email social community and events to help customers deploy and adopt ServiceNow products. 

The successful candidate will also have the expertise to lead customer journey mapping for ServiceNow products covering all touchpoints deliverables ownership and success metrics at each stage of the journey ensuring a seamless and personalized experience from initial engagement to longterm retention. Additionally the role will collaborate with field marketing teams and the community to effectively integrate adoption content and activities within ServiceNow User Groups.

This position is based out of our global HQ in Santa Clara CA San Diego CA or Seattle WA (with at least 2 days per week in the office). Remote candidates will also be considered. 
We are looking for a person who can thrive in a fastpaced environment has a proven track record of managing complex operations and excels at building strong relationships. They will be responsible for driving crossteam execution and collaboration across multiple teams and stakeholders to foster engagement demand and business growth. 

The ideal candidate has solid experience in customer success planning & strategy events management digital email nurtures and impeccable stakeholder management. They should be a passionate marketer both a thinker and a doer. 

Key Responsibilities: 

• Partner with the Business Units to design the deployment and adoption journeys for a solution/product.  
• Email Nurture Paid Media or Social Campaigns: 
• Codesign for a particular solution/BU email nurture programs paid media or social campaigns that guide customers through their journey ensuring relevant content and timely communication to enhance engagement and conversion rates. 
• ServiceNow User Groups and Customer Adoption Events: 
• Partner with Enterprise Field Marketing teams to plan and execute regional events (e.g. SNUGS World Forums etc) aimed at driving customer adoption of our products and services. Collaborate with crossfunctional teams to develop event content logistics and followup strategies. 
• Customer Insights: 
• Utilize data analytics and customer feedback to inform marketing strategies tailoring messaging segmentation and campaign tactics/CTAs to meet the unique needs of different customer segments. Capture and promote customer stories that highlight successful deployments. 
• Content Development and Management: 
• Coordinate the development of compelling content for deployment adoption and customer success stories that resonate with our target audience and align with our brand voice. 
• Collaboration: 
• Work closely with sales product and customer success teams to ensure alignment on messaging and objectives for customer marketing initiatives. 
• Performance Analysis and business reviews for key BU stakeholders: 
• Monitor and report on the performance of email campaigns and events providing insights and recommendations for continuous improvement.

Qualifications :

• Bachelors degree in Data Analytics Marketing Communications Business or a related field. 

• 10 years of experience in datadriven customer marketing with a focus on email marketing nurtures social and paid media tactics event management and digital marketing activities postpurchase. 

• Expertise in email marketing platforms (e.g. Marketo Marketing Cloud) analytics tools (e.g. Tableau) and CRMs like Dynamics and Sales Cloud. AI capabilities are a plus. 

• Strong project management skills with the ability to manage multiple initiatives simultaneously. 

• Excellent written and verbal communication skills with a creative approach to content development. 

• Ability to work collaboratively across teams and adapt to a fastpaced environment. 

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!

For positions in this location we offer a base pay of $152700 $267300 plus equity (when applicable) variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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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