Senior Director, Product Management, Customer Success

Responsibilities

• -
• To be successful in this role you have:
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 15+ years of product management experience, with a

Additional Information

Senior Director, Product Management, Customer Success Location: Santa Clara, CA As Senior Director of Product Management for Customer Success, you will lead a global team of Technical Product Managers (TPMs) responsible for the platform, tools, and technologies that power ServiceNow's post-sale fulfillment experience. You will drive the strategy for a single pane of action - consolidating fragmented tooling into one unified platform that gives every agent, from Customer Success Managers to Renewal Managers, a real-time view of the customer with AI-surfaced insights and next-best actions at the moment of engagement. As the product and technology partner to the Customer Success organization, you will be involved in all technology decisions for the organization and as customer zero - partner directly with Servicenow core platform leaders to shape and accelerate new innovation. You will bring deep technical acumen to the role - fluent in system design, data analysis, and AI/ML concepts - enabling you to partner credibly with engineering, drive build-vs-buy decisions, and hold the team to a high bar of product management craftmanship. Your work will impact the business directly and will be measured through agent productivity improvements, accelerate customer time to value, and grow customer adoption. This is a high-visibility, high-accountability role at the intersection of product strategy, executive influence, and operational execution. You will be the product leader who defines how employees manage customer relationships, aligns the organization around that direction, and drives delivery with a cross-functional team across Engineering, UX, Data, and AI. Success in this role means employees spend less time navigating tools and more time driving customer outcomes - and that the platform's impact is visible, measurable, and compounding.

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