Full-Time Senior Principal Outbound Product Manager

Team:ServiceNow Impact is a customer success product designed to help organizations maximize the value of their ServiceNow investments. It combines personalized guidance, AI-driven insights, and a suite of tools to accelerate digital transformation, enabling customers to adopt ServiceNow solutions quickly, optimize platform health, expand their expertise, and realize value faster.

Role:This role reports to the Senior Director of Outbound Product Management, ServiceNow Impact. As the Senior Principal Outbound Product Manager, ServiceNow Impact, you will be the driving force behind the adoption and usage of the Impact product, working closely with cross-functional teams to shape strategy, manage day-to-day operations, and deliver measurable results.

What you get to do in this role:

• Drive Product Adoption: Champion the usage and adoption of the Impact product, ensuring our customers are adopting and getting the benefit of the product.
• Cross-Functional Leadership: Manage multiple product programs by partnering with Inbound Product Management, Marketing, and other strategic stakeholders.
• Strategic & Tactical Execution: Provide both a high-level strategic view for process improvements and a hands-on tactical approach to daily progress, managing escalations and blockers effectively.
• Data-Driven Insights: Analyze trends, develop reports and dashboards, and communicate actionable insights on product adoption and usage to leadership.
• Ask Why and Provide Clarity: Organize complex, ambiguous problems into clear, prioritized milestones and deliverables while mitigating risks and ensuring timely delivery.
• Stakeholder Engagement: Build and maintain strong relationships with key stakeholders including the Impact IPM and Engineering, CEG, Strategy and Operations, Delivery, Marketing, and GTM partners.
• Customer Focus: Gather and provide critical customer insights to influence product roadmap and strategy.

To be successful in this role you have:

• Experience leveraging AI in work processes, decision-making, or problem-solving, such as using AI-powered tools, automating workflows, or analyzing AI-driven insights.
• 12+ years of overall experience, including 5+ years in product management within SaaS or enterprise software, with a focus on service and/or customer success products.
• Proven ability to develop and execute global customer and product programs.
• Deep understanding of structured customer engagement and product lifecycle processes.
• Experience facilitating customer workshops, webinars, and design partnership sessions.
• Passion for enabling product teams and customers to succeed, with a strong focus on measurable success metrics and business impact.
• Excellent analytical, problem-solving, and communication skills, with the ability to resolve conflicts and drive collaboration.
• Strong knowledge of the ServiceNow platform is a plus.
• Experience delivering presentations to executive leadership.

Compensation: $187,600 - $328,300, plus equity (when applicable), variable/incentive compensation and benefits.

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