Full-Time Director, Business Transformation & Strategy, Customer Success

The Role

Shape and drive the strategic and transformational agenda within ServiceNow’s Customer Success organization.

Responsibilities:

• Initiative Strategy & Framing: Define problem statements, strategies, desired outcomes, value logic, and success metrics.
• Transformation Delivery Support: Drive progress across key initiatives by supporting execution plans.
• Cross-Functional Alignment: Coordinate with stakeholders across Product, Ops, Support, Finance, and Enablement.
• Insights-Driven Decision Support: Leverage data to validate assumptions and track impact.
• Initiative Communications & Deliverables: Build executive-ready materials.
• Stakeholder & Change Readiness: Partner with change and enablement teams.
• Governance Participation: Represent initiatives in key governance forums.
• Customer Journey & Experience Focus: Use insights to inform strategy and transformation priorities.
• Change & Adoption Support: Coordinate with change and enablement leads.

To be successful in this role, you must have:

• Experience in leveraging or critically thinking about how to integrate AI.
• A track record of developing and executing business strategies.
• Experience leading cross-functional transformation initiatives.
• Strong analytical skills; able to leverage data.
• A collaborative working style with excellent communication and influence skills.
• Proven ability to simplify complexity.
• 10+ years of experience in strategy, transformation, consulting, or customer success.
• Strong understanding of customer success metrics.
• Bachelor's degree in Business, Computer Science, or a related field.

Preferred Qualifications:

• Experience driving strategy and transformation in a SaaS product company.
• Understanding of ServiceNow’s products and Customer Success operations.
• Familiarity with transformation frameworks and agile planning.
• MBA or similar advanced degree.

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