Senior Product Marketing Manager, Customer Success

1 day ago

Austin TX United States Servicenow Full time
Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

Role:

We are seeking a highly motivated, creative, and experienced Senior Product Marketing Manager, Customer Success to join ServiceNow’s Product and Solutions marketing team with a focus on Customer Success. In this role, you will be responsible for crafting compelling messages and celebrating ServiceNow’s commitment to our customers enduring success across the end-to-end customer journey from pre to post sale.

You will work closely with ServiceNow’s sales, services, customer success and marketing teams on high-visibility endeavors, including launches, marketing acquisition and retention programs, events, seller enablement, and the presence on ServiceNow.com. You will become the go-to market expert on our Customer Success Solutions, products and offers and ensure we tell a clear and unified story across all our marketing and sales channels. If you have a passion for crafting inspirational customer narratives, building clear messaging and breakthrough content while working closely with our customers to make them raving and loyal ServiceNow fans, then this role is for you

To be successful in this role, you must be experienced in enterprise B2B marketing, have excellent communication and messaging skills, and a strong understanding and interest in driving retention and building an enduring relationship with ServiceNow customers.

What you get to do in this role:

  1. Positioning and Messaging - Develop a compelling narrative and value proposition for ServiceNow’s Customer Success Solution. Work to embed that message into our brand and company narrative as well as within industry, field and solutions content. Monitor messaging performance across end-to-end customer journey and identify opportunities for improvement.

  2. Customer Marketing/Advocacy – Work with Success and Value teams to identify customer advocates, nurture ongoing relationships and hero customers across key marketing initiatives, content and channels to build communities of loyal and raving fans. Partner with brand and customer evidence teams to build high quality content (website, customer stories, presentations, videos, etc.).

  3. Event Management – Unify Customer Success presence including all products and services into cohesive experience at key marketing events with differentiation, breakthrough content, customer and SME speakers and messaging support.

  4. Enablement – Manage trainings for sales, success and marketing teams to ensure a consistent understanding of the comprehensive Customer Success Solution to enable new customer acquisition, retention and upsell and cross-sell efforts.

  5. Demand & Retention - Work with our internal demand gen teams to hone the strategy and marketing programs that drive demand with SN customer base. Work with internal campaign teams to nurture customers to increase satisfaction and loyalty. Be proactive in recognizing where the business (sales and success) may need marketing support and the effective levers to pull from awareness to consideration/purchase to loyalty.

  6. Integrated Sales & Marketing - Liaison with sales, field and partner marketing to drive integration of customer success in local campaigns activities to support upsell and cross-sell opportunities.

  7. Press and Analysts Relations - Work closely with Analyst and Press Relations teams to ensure effective thought leadership and ongoing relevance in the market.

Qualifications

To be successful in this role you have:

  1. Ideally 12+ years of overall relevant experience with 7+ years of product or customer marketing/management focus and 4 years of experience in enterprise software platforms, knowledge of AI a plus.

  2. Strategic storyteller who can craft simple and memorable narratives.

  3. Experience building public-facing presentations with high attention to detail for marketing events, sales organizations or executive presentations.

  4. Demonstrated ability to work across functions within Marketing, Product and Sales, building relationships to drive results.

  5. Please note some travel is needed for this role up to 20% or so.

  6. Very strong written and oral communication skills.

Not sure if you meet every qualification? We still encourage you to apply We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional 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.

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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