Full-Time Senior Product Marketing Manager

Role:We are seeking a highly motivated, creative, and experienced Senior Product Marketing Manager, Customer Success to join ServiceNow's Product and Solutions marketing team with a focus on Customer Success.

Responsibilities:

• Crafting compelling messages and celebrating ServiceNow's commitment to customers' enduring success across the entire customer journey.
• Working closely with sales, services, customer success, and marketing teams on high-visibility endeavors, including launches, marketing acquisition and retention programs, events, seller enablement, and the ServiceNow.com presence.
• Becoming the go-to market expert on Customer Success Solutions, products, and offers, ensuring a unified story across all marketing and sales channels.
• Positioning and Messaging: Developing a compelling narrative and value proposition for ServiceNow's Customer Success Solution, embedding it into the brand, company narrative, and industry/field/solutions content. Monitoring messaging performance and identifying improvement opportunities.
• Customer Marketing/Advocacy: Identifying customer advocates, nurturing relationships, and leveraging hero customers for key marketing initiatives, content, and channels to build loyal communities.
• Partnering with brand and customer evidence teams to build high-quality content (website, customer stories, presentations, videos, etc.).
• Event Management: Unifying Customer Success presence at key marketing events with differentiated content, customer/SME speakers, and messaging support.
• Enablement: Managing training for sales, success, and marketing teams to ensure consistent understanding of the Customer Success Solution.
• Demand & Retention: Collaborating with demand generation teams to enhance strategies and marketing programs driving demand with the ServiceNow customer base. Nurturing customers to increase satisfaction and loyalty.
• Recognizing areas needing marketing support for sales and success, and implementing effective levers from awareness to loyalty.
• Integrated Sales & Marketing: Driving integration of customer success into local campaigns and activities to support upsell and cross-sell opportunities.
• Press and Analyst Relations: Collaborating with Analyst and Press Relations teams for effective thought leadership and market relevance.

Qualifications:

• 12+ years of relevant experience, with 7+ years in product or customer marketing/management and 4 years in enterprise software platforms. Knowledge of AI is a plus.
• Strategic storyteller who can craft simple and memorable narratives.
• Experience building public-facing presentations.
• Strong ability to work across functions (Marketing, Product, Sales).
• Excellent written and oral communication skills.

Compensation:

• Base pay of $140,000 - $245,200 plus equity, variable/incentive compensation, and benefits.

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