Full-Time Senior Customer Story Dev Manager

Senior Customer Story Development Manager is a key player on the Customer Marketing team, responsible for identifying target customers, capturing their success stories, and delivering high-quality content.

This role collaborates with key business stakeholders to build and maintain a pipeline of compelling customer stories, pitch the value of advocacy, conduct in-depth interviews, and oversee the end-to-end content production process.

1. Customer Interviews: Conduct in-depth interviews to uncover compelling customer stories, capturing both the narrative arc of their journey and the technical and business details that bring their success to life. When customers share multiple use cases, ensure insights are captured for different teams and outputs while maintaining an excellent customer experience.
2. Pitching to Customers & Sales Teams: Act as an advocate for the Customer Marketing program, helping customers, partners, and account teams understand the value of participating in advocacy initiatives.
3. Content Production Management: Own the full content development process, from defining deliverables (slides, case studies, videos, etc.) to securing internal and external approvals. Ensure all content meets ServiceNow’s quality standards and is delivered on time.
4. Customer Story Strategy & Engagement: Maintain and refine the target customer list for assigned industries or business units. Partner with internal teams to align customer story priorities with business objectives.
5. Vendor Management: Work with external agencies to ensure content aligns with ServiceNow’s messaging, positioning, and brand voice.

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