Principal Product Excellence Manager, Core Business Transformation Products

ServiceNow is an AI platform company helping businesses automate workflows and drive business reinvention. The Principal Product Excellence Manager will guide customers and partners through Source-to-Pay deployments, oversee customer programs, develop reference activities, support onboarding, and monitor customer adoption and success. The role collaborates across product, engineering, sales, marketing, customer excellence, and partner organizations to influence product strategy and secure successful customer outcomes.

Responsibilities:

• Manage the Vanguard program pipelines to ensure that the product is building a healthy pool of referenceable customers across segments and industries
• Manage active Vanguard deployments, acting as a member of the implementation team to ensure customers are successful; coordinating any issue resolution with product engineering
• Bring pain points, use cases, and opportunities back to the inbound product team to influence product strategy on behalf of customers
• Engage Marketing, value teams and other key stakeholders to develop case studies, video testimonials and other reference materials from Vanguard engagements
• Work with pre-sales to match reference customers with potential customers to help close open opportunities
• Monitor deployment activity to identify who is implementing, timelines for implementation and un-deployed backlog
• Work cross functionally with the Global Partners & Channels team to identify where we have partner gaps, and bring issues with partners to resolution
• Develop and monitor key adoption success metrics
• Measure customer health and adoption scores
• Proactively identify customers with poor health scores and work with account teams and partners to create a plan to bring those customers to good overall health

Requirements:

• 10+ years in customer-facing roles across product management, customer success, product success, systems consulting, implementation, product support, or additional related roles
• Demonstrated ability to source-to-pay procurement, supplier lifecycle management, supplier relationship management, invoice and payment processing, and contract management needs, and to translate those into application requirements that lead the implementation of valuable and effective solutions, aligning to tangible business value
• Experience positioning or implementing AI-powered solutions, including GenAI or agentic AI capabilities
• Fanatical about customer success and tenacious about advising, coaching and mentoring customers on our technology as well as the disciplines of procurement, supplier management, contract governance, and category management
• Strong sense of ownership with bias toward hands-on execution
• Other skills which will help you succeed in this role: data driven, experience with value consulting/realization, verbal and written communication talent, content (webinar) development
• Candidate must be willing to travel occasionally (up to ~15%) to customer sites and/or ServiceNow events
• 6+ years of experience partnering with executive business stakeholders in customer organizations, preferred