Full-Time VP, Customer Excellence Marketing

ServiceNow is seeking a dynamic and visionary Vice President of Customer Excellence Marketing to lead efforts in driving product adoption and long-term customer success marketing.

Key Responsibilities:

• Lead and inspire the Customer Excellence Marketing organization to maximize customer satisfaction, product adoption, and retention.
• Work with the SVP of Customer Excellence in the Go-to-Market organization.
• Develop customer adoption journeys, ensuring a seamless post-sale experience.
• Craft compelling customer success messaging highlighting ServiceNow product value.
• Develop opportunities for customer engagement through online communities, events, and user groups.
• Create customer education programs in partnership with ServiceNow University.
• Identify and nurture customer advocates.
• Partner with product management, marketing, and sales to incorporate customer feedback.
• Define and track key metrics for customer success marketing (adoption, satisfaction, retention).
• Leverage or integrate AI into work processes and decision-making.

Experience Requirements:

• 10-15 years of experience in Customer Success Marketing or related leadership roles.
• Proven track record of driving successful product adoption and managing complex customer success journeys at scale.
• Exceptional leadership and team management skills.
• Strong strategic thinking, problem-solving, and communication skills.
• Experience building and nurturing customer communities.
• Demonstrated ability to cultivate customer advocates.
• Ability to work cross-functionally.
• (Preferred) Understanding of ServiceNow products, or experience with enterprise software platforms.

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