ServiceNow
We deliver digital workflows that create great experiences and unlock productivity.
San Francisco, CA

Sr Staff Product Success Manager at ServiceNow

| San Francisco, CA
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Company Description
ServiceNow is making the world of work, work better for people. Our cloud-based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®
We're looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.
Job Description
The Opportunity:
ServiceNow's Financial Services solutions are transforming the way financial institutions operate, while enabling them to deliver superior experiences to their customers. We are enabling financial institutions to deliver a connected experience that extends from customer engagement to front, middle and back office operations. All of this happens on a single, powerful platform that enables work to get done more quickly and efficiently.
This is a unique opportunity to serve as a leader in the definition and execution of product adoption and
growth success motions within one of the fastest growing product lines at one of the largest and fastest
growing enterprise SaaS companies in the world.
Product Success Managers work directly with customers to enhance their overall experience with the
product and make them successful and reference customers. They monitor customer health, deliver
customer programs, and act as the liaison between customer and product teams.
What you will do:
In this role, you will:
  • Develop a deep understanding on customer use cases and success outcomes
  • Establish a trusted / strategic advisor relationship with each assigned customer and drive continued value of our products and services.
  • Develop strong relationships with all key decision makers and influencers across your accounts, and BU colleagues
  • Build a strong base of referenceable customers and contacts within your assigned portfolio
  • Collaborate effectively with the Sales organization and help provide reference to new opportunities
  • where necessary
  • Primary ownership and accountability for ensuring customer satisfaction, and retention within the
  • assigned accounts.
  • Work with customers and account teams to establish critical goals, or other key performance indicators
  • and aid the customer in achieving their goals through their lifecycle.
  • Uncover and mitigate any risk that threatens your Customers' growth, satisfaction, or renewal; conceive
  • and execute risk mitigation strategies accordingly.
  • Ensure ongoing adoption by the customers of the continuously innovating within our products
  • Act as the liaison between Product Management and our Customers with a focus on feature collaboration
  • Collaborate with customer's implementation partner to achieve overall satisfaction with the solution and
  • to create a trusted partnership between customer, partner, and Customer & Industries Workflow Business Unit

Qualifications
Qualifications/Requirements:
  • 10+ years of experience in customer-facing roles such as Solution Architect, Technical/Process
  • Consultant, Customer Success and/or Product Manager
  • Strong Financial Services domain and industry knowledge, with a specific focus on retail and commercial banking
  • Knowledge of customer service management, customer self-service, customer community and knowledge management processes and technologies
  • Fanatical about customer success and tenacious at driving long-term customer value
  • Highly data-driven with commitment to drive customer engagement towards business outcome and value realization
  • Excellent verbal and written communication skills, including the ability to chair sessions and host webinars.
  • Must be able to travel up to 25% annually, when applicable

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.
All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more.
If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.
For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.
Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site .
Work personas
Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.
Required in Office
A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.
Flexible
A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.
Remote
A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.
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What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Parking
Professional Development Benefits
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available

An Insider's view of ServiceNow

What’s the vibe like in the office?

This is an idea space. It’s a place where we’re all operating on the same wavelength. We’re all interested in what we’re working on, right? And you hear it in people’s voices. You see it in people’s work.

Juan

Software Developer

What does your typical day look like?

There’s never a day where I don’t feel like I’m doing something purposeful or valuable to my team or company.

Mica

Business Systems Analyst

How does the company support your career growth?

It’s a good place to be in, in that it’s a company that’s growing very fast, but it doesn’t have that big company feel. You don’t feel like a number in a system and you can articulate and know where you want to go. There are people here who can help you get there.

Christian

Account Executive

What’s the vibe like in the office?

ServiceNow is unique because the people in this company are so incredibly special and unique. I can't think of enough kind words and amazing words to say about them. They really are my family.

Melanie

Senior Manager, Global Sales Development

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