Director, Americas Strategy, Customer Excellence Group

Company Description
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Job Description
The Role
This is an extraordinary opportunity for a collaborative, strategic thinker and proven leader to drive the vision, development, and execution of strategic initiatives within the EMEA in ServiceNow's Customer Success organization. This role will work closely with the Senior Director of Customer Success Strategy to deliver regional priorities, address market-specific opportunities, and ensure measurable outcomes that accelerate value for customers in the EMEA geography.
You will partner with regional stakeholders, including sales, delivery, and operations teams, to identify and execute high-impact strategic initiatives that drive customer adoption, retention, and success. The role requires strong regional expertise, data-driven decision-making, and the ability to deliver clear, actionable plans. You will identify opportunities to scale Customer Success efforts, optimize operational processes, and deliver region-specific solutions that align with broader global goals.
This individual will own the EMEA Customer Success strategy, develop a regional roadmap, prioritize strategic initiatives, and ensure alignment with customer needs and business growth goals. You will focus on driving operational excellence, improving the customer experience, and delivering measurable outcomes that contribute to the success of the EMEA business.
Responsibilities

• Regional Strategy Development and Execution: Build and execute the Customer Success strategy for the EMEA region. Identify priorities, align initiatives with regional goals, and deliver measurable outcomes to drive customer adoption, retention, and satisfaction.
• Regional Strategic Initiatives: Identify, prioritize, and drive initiatives specific to the EMEA market, including customer adoption programs, delivery optimization efforts, and operational improvements that scale Customer Success outcomes.
• Collaboration with Regional Stakeholders: Partner with EMEA sales, delivery, and operations leaders to align on priorities, ensure seamless execution, and drive cross-functional initiatives that improve customer health and business performance.
• Operational Efficiency: Analyze regional performance metrics to identify opportunities for process improvements, scalability, and operational excellence. Develop governance models and reporting cadences to track progress and outcomes.
• Data-Driven Insights: Leverage data to analyze business trends, identify regional challenges, and inform strategic decisions. Track success metrics and provide recommendations to drive continuous improvement.
• Customer Success Optimization: Work closely with delivery teams to enhance the customer experience in the EMEA region, leveraging feedback and CSAT data to identify areas for improvement and implement solutions that address regional needs.
• Alignment with Global Strategy: Ensure that regional strategies and initiatives align with the broader global Customer Success goals while addressing the unique dynamics of the EMEA market.

Qualifications
To be successful in this role, you must have:

• Proven track record of developing and executing regional strategies to drive measurable business outcomes.
• Experience partnering with sales, delivery, and operations teams to align on priorities and execute initiatives effectively.
• Strong analytical skills with the ability to leverage data to inform decisions, measure success, and identify regional opportunities for improvement.
• Exceptional communication and interpersonal skills, with the ability to influence stakeholders and drive collaboration across teams.
• Demonstrated ability to manage complex initiatives and deliver results in a fast-paced, dynamic regional environment.
• 10+ years of experience in strategy, professional services, consulting, or customer success, with a focus on regional or geographic roles.
• Understanding of customer success metrics (e.g., adoption, retention, NRR) and their impact on business performance.
• Undergraduate degree in Business, Computer Science, or a related field.

We Will Prefer Candidates That Have

• Experience driving Customer Success strategies in the EMEA geography within a SaaS product company.
• Familiarity with ServiceNow's suite of products, platform, and Customer Success operations.
• Experience working with sales teams to align on regional priorities and customer needs.
• 4+ years of experience managing regional initiatives with measurable impact on adoption and retention.
• MBA preferred.

Additional Information
ServiceNow is an Equal Employment 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.
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