Full-Time Director, Americas Strategy, Customer Excellence Group

The RoleThis is an extraordinary opportunity for a collaborative, strategic thinker and proven leader to drive the vision, development, and execution of strategic initiatives within the EMEA in ServiceNow’s Customer Success organization. This role will work closely with the Senior Director of Customer Success Strategy to deliver regional priorities, address market-specific opportunities, and ensure measurable outcomes that accelerate value for customers in the EMEA geography.

Responsibilities

1. Regional Strategy Development and Execution: Build and execute the Customer Success strategy for the EMEA region. Identify priorities, align initiatives with regional goals, and deliver measurable outcomes to drive customer adoption, retention, and satisfaction.
2. Regional Strategic Initiatives: Identify, prioritize, and drive initiatives specific to the EMEA market, including customer adoption programs, delivery optimization efforts, and operational improvements that scale Customer Success outcomes.
3. Collaboration with Regional Stakeholders: Partner with EMEA sales, delivery, and operations leaders to align on priorities, ensure seamless execution, and drive cross-functional initiatives that improve customer health and business performance.
4. Operational Efficiency: Analyze regional performance metrics to identify opportunities for process improvements, scalability, and operational excellence. Develop governance models and reporting cadences to track progress and outcomes.
5. Data-Driven Insights: Leverage data to analyze business trends, identify regional challenges, and inform strategic decisions. Track success metrics and provide recommendations to drive continuous improvement.
6. Customer Success Optimization: Work closely with delivery teams to enhance the customer experience in the EMEA region, leveraging feedback and CSAT data to identify areas for improvement and implement solutions that address regional needs.
7. Alignment with Global Strategy: Ensure that regional strategies and initiatives align with the broader global Customer Success goals while addressing the unique dynamics of the EMEA market.

Skills and Experience

• Proven track record of developing and executing regional strategies to drive measurable business outcomes.
• Experience partnering with sales, delivery, and operations teams.
• Strong analytical skills with the ability to leverage data.
• Exceptional communication and interpersonal skills.
• Ability to manage complex initiatives.

Requirements

• 10+ years of experience in strategy, professional services, consulting, or customer success, with a focus on regional or geographic roles.
• Understanding of customer success metrics.
• Undergraduate degree in Business, Computer Science, or a related field.

Preferred Skills and Experience

• Experience driving Customer Success strategies in the EMEA geography within a SaaS product company.
• Familiarity with ServiceNow’s suite of products, platform, and Customer Success operations.
• Experience working with sales teams.
• 4+ years of experience managing regional initiatives.
• MBA preferred.

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