Senior Director, Product Management, Customer Success

ServiceNow is a company focused on freeing people from busywork through its AI platform. The Senior Director of Product Management for Customer Success will lead a global team to enhance the post-sale fulfillment experience by driving product strategy and execution, ensuring alignment across various teams, and championing AI-driven improvements.

Responsibilities:

• Define and own a clear, multi-horizon product strategy for the CEG Customer Success Platform
• Drive on-time, high-quality delivery across a complex cross-functional program
• Communicate clearly and with authority at every level of the organization
• Build and sustain strong working relationships across Customer Success Managers, Engineering, Design, and Architecture
• Build a high-performing product team that deeply understands Customer Success workflows, CEG operational realities, and the data signals that drive fulfiller behavior
• Champion AI-native ways of working across the product team and the platform itself
• Bring the technical credibility to engage as a peer with engineering and architecture