CRM Strategies Lead

About the role

As Lead of CRM GTM Strategy, you'll own the strategic direction and operational excellence of our global CRM go-to-market motion. You'll work at the intersection of strategy, program management, and customer success-partnering with executive leadership across Sales, Customer Excellence, Marketing, and Product to drive transformational customer outcomes and accelerate CRM adoption across our customer base. This is a high-impact leadership role where you'll: Shape Strategic Direction Define and articulate the CRM GTM strategy, including the operating model, success metrics, and investment priorities that align with enterprise business objectives Partner with executive leadership to translate CRM vision into executable, measurable go-to-market programs Drive strategic initiatives that fundamentally change how we engage customers-from partner ecosystem strategy to AI-powered customer success models Lead Organizational Execution Establish governance frameworks, decision-making protocols, and performance dashboards that ensure accuracy, accountability and alignment across cross-functional teams Own the CRM P&L, including budget allocation, resource planning, and ROI measurement for all CRM-related programs and initiatives Influence and mentor a high-performing team of professionals who drive CRM initiatives across global regions Drive Business Impact Measure and communicate business outcomes-customer acquisition cost, win rates, customer lifetime value, and market share gains-to executive stakeholders Leverage data and customer intelligence to uncover market opportunities and translate them into winning GTM plays Identify and lead strategic programs that directly impact customer acquisition, retention, and expansion in the CRM category Collaborate Across Functions Serve as the strategic connective tissue between Sales, Marketing, Product, Customer Success, and Partner organizations Influence and align senior-level leaders on GTM priorities, investment decisions, and operational changes Champion a culture of collaboration where cross-functional teams move with speed and clarity toward shared customer outcomes Drive Continuous Improvement Establish a culture of continuous learning and optimization by analyzing market performance, customer feedback, and operational metrics Identify system, process, and capability gaps; design and implement solutions that scale Stay ahead of market trends and competitive dynamics; challenge the organization to innovate in how we go to market What you bring: Leadership & Strategic Mindset 8+ years of progressive responsibility in CRM strategy, go-to-market operations, or customer-centric business strategy roles Ability to thrive in ambiguity, adapt quickly to change, and maintain focus under pressure Strategic thinker who balances long-term vision with short-term execution; comfortable translating ambiguous business challenges into clear, actionable strategy Proven track record of navigating ambiguity, building teams, with demonstrated success in developing talent and fostering high-performing cultures Program & Operations Excellence Experience managing complex, cross-functional initiatives with multiple stakeholders and competing priorities with high levels of accuracy Ability to handle multiple competing priorities in a fast-paced environment Strong analytical skills: ability to design measurement frameworks, interpret data, and make evidence-based decisions with high levels of accuracy Deep expertise in program management, business operations, and process optimization-with demonstrated ability to implement systems and governance that drive organizational alignment Customer & Market Acumen Demonstrated passion for understanding customer needs, business challenges, and competitive dynamics Experience in B2B enterprise sales, marketing, or customer success environments; strong understanding of CRM as a competitive battleground in enterprise software Ability to translate customer insights into strategic imperatives and communicate value clearly to executive audiences Influence & Communication Exceptional executive presence and ability to influence at senior levels without direct authority Outstanding communicator who can move fluidly between analytical rigor, strategic narrative, and compelling storytelling Skilled at presenting complex ideas clearly to diverse audiences-from C-suite executives to frontline teams AI-Ready Leadership Demonstrated ability to think critically about how AI and automation can enhance decision-making, accelerate processes, and improve customer outcomes Track record of leading digital transformation, process automation, or AI-pilot initiatives Growth mindset; willingness to learn, experiment, and adapt in a rapidly evolving technology landscape Additional Strengths Experience working in fast-paced, matrix-driven organizations with strong results orientation Excellent problem-solving and interpersonal communication skills Strong verbal and written

Benefits

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at Servicenow? Share your experience