Product Success Technical Director

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.

This role is an individual contributor position.

The AI Futures team is the first-mover innovation engine for the Now Platform—where bold ideas become real, reusable AI capabilities. We incubate high-value use cases, co-innovate with customers, and accelerate product success by transforming early learnings into platform-level impact. Our charter is to push boundaries, validate what's possible, and ensure the field and our customers can achieve meaningful outcomes with NowAssist AI. 

As Product Success Technical Director – AI Futures, you sit at the intersection of innovation, customer value, and product evolution. You will help shape which bets we place, guide engagements that demonstrate clear ROI, and turn early signals into scalable success for the platform and our customers.

This role is built for a senior, customer-credible technical leader who elevates team talent, strengthens customer impact, and influences product direction—while remaining hands-on enough to deeply understand the technology.

What You'll Do

Champion Customer Innovation & Repeatable Value

• Lead selective, high-impact customer engagements to surface real-world needs and shape reusable frameworks, demos, and patterns.
• Deliver compelling executive-level narratives that articulate value, outcomes, and AI-driven transformation.
• Identify scalable opportunities from customer use cases and guide the team toward high-leverage initiatives.

Elevate Team Technical Excellence

• Serve as a mentor and coach to engineers and solution talent across AI Futures—uplifting quality, customer readiness, and storytelling.
• Advise best practices for AI-native demos, POCs, pilots, and customer-facing technical assets.
• Help shape team standards for reuse, modularity, storytelling, and scale.

Influence Platform Evolution

• Act as a strategic conduit between field learnings and Product/Engineering.
• Surface customer friction, GTM blockers, and platform gaps with structured, actionable insights.
• Partner with Product and Engineering to validate early capabilities, stress-test frameworks, and drive roadmap recommendations.
• Ensure customer feedback translates into platform enhancements that improve scale, usability, and adoption—especially for AI agentic workflows and knowledge-driven experiences.

What Success Looks Like

• Customer Impact: Strategic customer engagements result in measurable outcomes, referenceable wins, and reusable assets.
• Team Growth: AI Futures team members demonstrate improved storytelling, customer fluency, demo quality, and execution consistency.
• Reusable Value: Demos, frameworks, and patterns influenced by this role see broad adoption across field teams, SCs, and customer pilots.
• Product Influence: Customer-driven insights lead to platform improvements, roadmap shifts, or feature hardening prior to GA.
• Trusted Technical Advisor: Customers, field teams, PM, and Engineering view you as a credible and dependable leader who bridges invention and adoption.

To be successful in this role, you have: 

• Demonstrated experience integrating AI into workflows, decision-making, or enterprise outcomes. 
• 12+ years in technical leadership roles spanning architecture, engineering, product innovation, or customer-facing solution work. 
• Strong executive presence with the ability to translate complex technical concepts into business value. 
• Proven success mentoring technical teams and elevating team capability in customer-facing execution. 
• Experience leading customer engagements that produced repeatable methods, frameworks, or assets. 
• Ability to influence without authority across product, engineering, field, and executive stakeholder groups. 

Preferred Qualifications 

• Experience with ServiceNow or enterprise SaaS ecosystems. 
• Prior work shaping early product capabilities or contributing to product evolution. 
• Familiarity with building agentic workflows, LLM-based solutions, or knowledge-driven automation. 
• Experience converting innovation pilots into broadly reusable assets, patterns, or best practices. 
• Background working in an incubator, innovation lab, or strategic field solutions team. 

For positions in this location, we offer a base pay of $217,500 - $380,700, 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.

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 and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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 [email protected] 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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