Director, Customer Excellence Product Marketing

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started. Join us to put AI to work for people.

Role Overview You thrive at the intersection of strategy, storytelling, and systems. You can translate a complex business challenge into a compelling market narrative, align diverse stakeholders around a common vision, and build the operating model required to scale impact. You enjoy bringing clarity to ambiguity, creating structure where none exists, and leveraging AI and automation to work smarter. If that sounds like your ideal environment, keep reading. Customer Excellence is one of ServiceNow's most important growth opportunities, helping customers accelerate adoption, realize business value faster, and maximize outcomes from their ServiceNow investments. As Impact continues to scale and Services evolves toward a recurring growth model, ServiceNow is investing in a dedicated Product Marketing leader to define how these offerings are positioned, understood, and activated in market. The Director, Customer Excellence Product Marketing serves as the dedicated Product Marketing leader for the Customer Excellence portfolio, including Impact, Expert Services, and the broader customer value realization story. This role owns positioning, messaging, seller enablement strategy, market intelligence, and go-to-market frameworks while establishing the operating model needed to scale the function over time.  This is not a traditional portfolio Product Marketing role. Success requires equal parts strategist, builder, operator, and influencer. You will partner across Product, Customer Excellence, Services, Sales, and Marketing to create a unified narrative, establish scalable ways of working, and build feedback loops that connect customer and seller insights back into the business. You will help determine how this capability scales over time through AI, automation, operating model innovation, partnerships, and future investment decisions. If you are energized by building new capabilities, influencing senior leaders without direct authority, and creating repeatable systems that scale impact far beyond your own individual contribution, this role was built for you.

Customer Excellence Narrative & Positioning (35%) Lead the market narrative and positioning strategy for the Customer Excellence portfolio.

Own positioning and messaging for Impact, Expert Services, and emerging Customer Excellence offerings Develop differentiated value propositions, messaging frameworks, and competitive positioning strategies Build and maintain the market narrative explaining why Impact and Expert Services matter, how they work together, and the value customers realize through both offerings.  Create compelling customer value realization stories that connect product adoption to measurable business outcomes. Ensure Customer Excellence offerings are consistently represented across ServiceNow platform, solution, and industry narratives. Serve as the strategic advisor for Customer Excellence messaging and positioning decisions across the organization. Seller Enablement & Go-to-Market Strategy (25%) Define the strategies and frameworks that enable customer-facing teams to effectively communicate