Full-Time
Senior Product Success Manager
Posted on 9/17/2025
ServiceNow
10,001+ employees
Cloud-based digital workflow and automation platform
No salary listed
Staines-upon-Thames, UK
In Person
20-30% travel required.
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- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
- Overall 12+ years of work experience with a minimum of 7 years in a technical or techno-functional customer-facing role delivering ServiceNow ITSM implementations for large organizations.
- Strong ServiceNow platform knowledge with the ability to roll up sleeves and resolve technical issues while also understand process nuances and KPIs that are critical for customer’s IT operations.
- Proven track record of driving business growth and customer satisfaction through innovative technology solutions
- Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical audiences
- Strong analytical and problem-solving skills
- Ability to work effectively in a fast-paced, dynamic environment
- Familiarity with Agile methodologies and experience working in an Agile environment
- Strong problem-solving skills and ability to work independently or as part of a team
- Experience working with cross-functional teams, including process owners, engineers, sales, and marketing professionals
- Strong industry connections and network, with the ability to leverage relationships to drive business growth and partnerships
- Customer-focused mindset and commitment to delivering high-quality results
- Proven ability to lead complex, large-scale ITSM initiatives across global enterprise environments, driving alignment among diverse stakeholders and delivering measurable outcomes.
- Experience in shaping strategic programs that span multiple business units, leveraging deep platform expertise and customer insights to influence roadmap and adoption strategies.
- 20-30% of travel required
- Lead Strategic Customer Engagements: Drive the resolution of complex, high-impact, and highly visible global customer situations, ensuring exceptional customer satisfaction and value realization.
- Innovation & Time-to-Value Acceleration: Develop and execute innovative implementation strategies to reduce time-to-value for ITSM suite and support adoption of adjacent ServiceNow products.
- Advanced Escalation Management: Serve as the primary escalation point for critical customer issues not resolved by Support, Expert Services (ES), or Impact teams.
- Product Strategy & Influence: Partner closely with ServiceNow Product Management and R&D to provide field insights, influence the product roadmap, and contribute to ongoing innovation.
- ITSM Evangelism & Ecosystem Leadership: Act as a key stakeholder and chief evangelist within the ITSM ecosystem, advocating for best practices, scalable solutions, and cross-functional collaboration.
- At-Risk Account Recovery: Develop and deliver on strategies to support higher retention rates for accounts requiring remediation or strategic attention.
- Mitigate renewal risk: Mitigate renewal risk by proactively identifying at-risk accounts through Product Excellence tooling and AI-driven insights, coordinating targeted interventions, D&L mitigation strategies, and tailored enablement plans. Drive alignment across Customer Excellence Group, Sales, and Product teams to ensure value realization and renewal success.
- New Product Leadership: Lead early adoption and pilot efforts (Vanguards) for new product releases, collaborating with product teams to validate use cases and drive successful outcomes.
- AI-Driven Innovation: Ideate and shape AI-led strategies that align with product roadmap and help reduce customer Time To Value.
- ServiceNow Certified System Administrator and other ServiceNow Certified Implementation Specialist certifications are desired
ServiceNow provides a cloud-based digital workflow platform that helps large organizations automate and streamline operations across IT, customer service, HR, security, and other business areas. Its Now Platform hosts a suite of applications via a SaaS model, where customers subscribe to access, update, and receive support and optional consulting services. The platform works by offering configurable workflows and automation across multiple business processes, enabling integration with existing systems and data, with regular updates delivered as part of the subscription. This approach differentiates ServiceNow from competitors through its enterprise-grade, cross-domain workflow platform, strong integration capabilities, and emphasis on a unified experience across IT and business operations. The company’s goal is to help customers modernize operations, reduce costs, and improve service delivery and experiences for employees and customers through automated digital workflows.
Company Size
10,001+
Company Stage
IPO
Headquarters
Santa Clara, California
Founded
2004
Simplify's Take
What believers are saying
- AI monetization is accelerating, with Now Assist already at $750 million ACV and AI targeting 30% of total ACV by 2030.
- ServiceNow’s $27.7 billion remaining performance obligations and $30 billion revenue target by 2030 support durable SaaS growth.
- Strategic partnerships with AWS, Accenture, Tanium, and Boomi expand reach and governance of enterprise AI agents.
What critics are saying
- Professional Services’ negative margins are dragging gross margins from 80% to 75%, threatening the high-growth SaaS premium.
- Agentic AI and open frameworks like Amazon Bedrock AgentCore risk bypassing the Now Platform and commoditizing AI Control Tower.
- Standalone tools and partners such as Island, Cursor, and Prodapt erode platform lock-in and cannibalize professional services revenue.
What makes ServiceNow unique
- ServiceNow’s Now Platform unifies IT, HR, customer service, and security workflows on a single cloud-native stack.
- Its AI-native platform embeds Now Assist and AI agents directly into core enterprise workflows and data fabric.
- ServiceNow Ventures deploys $1 billion by 2026 to deepen ecosystem control over AI, automation, and data intelligence.
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Benefits
Generous family leave
Flexible PTO
Matched Donations
Retirement benefits
Annual learning stipends
Paid volunteer time
Growth & Insights and Company News
6 month growth
↑ 0%1 year growth
↑ 0%2 year growth
↑ 0%Qlik and ServiceNow join forces to strengthen ai-driven enterprise workflows. As part of this initiative, Qlik has made a strategic tie-up with ServiceNow to facilitate the inclusion of trusted enterprise context within AI-based workflows that help enterprises make quick decisions. With this tie-up, Qlik intends to narrow the gap that exists between insights obtained from data and workflows through the use of ServiceNow's Workflow Data Fabric and Qlik's analytics, integration, and artificial intelligence offerings. Through this partnership, enterprises will be able to augment their automated workflows and AI agents with context to allow systems to detect patterns, insights, and recommended courses of action. The collaboration would be especially relevant for those organizations seeking to integrate AI on an organizational level through automation since it will allow making automation-based decisions using reliable and enterprise-class data and not limited to certain data pools. As the analytics solution provider, Qlik aims to help automate and speed up decisions made in various areas, such as IT support, customer services, and other operations by bringing analytics closer to operations. This means that contextual AI would become the next step for enterprises.
TrustCloud has launched a native application in the ServiceNow Store, offering continuous control monitoring for enterprise governance, risk and compliance customers. The application syncs validated control signals with ServiceNow IRM, SecOps and CMDB, integrating security and risk operations. The solution addresses limitations of point-in-time manual GRC workflows by enabling continuous testing across applications, infrastructure and vendors at enterprise scale. TrustCloud's AI-native agents analyse structured and unstructured data from cloud and on-premises environments, automating technical, documentation and process control testing. Early customers report significant improvements: one pharmaceutical company increased application assessment throughput from 20 to 200–300 apps annually with the same resources. The application is available now through the ServiceNow Store, following ServiceNow's strategic investment in TrustCloud in 2025.
ServiceNow has reorganised its pricing around three levels of AI capability, embedding artificial intelligence across its entire product strategy. Customers can now choose between Assistive AI, Task Automation and Full Role Automation based on their AI maturity. The company introduced Build Agent SDK, allowing developers to create ServiceNow applications from any coding environment, including GitHub Copilot and Cursor. Senior vice president John Aisien called it "a real game changer" for expanding the developer base. ServiceNow also launched Context Engine, infrastructure for enterprise AI that learns from user behaviour, and the Enterprise Service Management Suite for mid-sized companies. The suite includes an AI-powered implementation agent that compresses traditional six-month deployments to approximately 30 days. "AI is now infused in every package that we offer," Aisien said.
Qlik has partnered with ServiceNow to integrate trusted enterprise data into AI-powered workflows and decision-making processes. The collaboration combines ServiceNow's Workflow Data Fabric with Qlik's analytics engine to deliver richer context from ERP, CRM, supply chain and other enterprise systems. The partnership introduces Qlik metadata collectors for ServiceNow Data Catalog, improving data discovery, lineage visibility and governance. Qlik's analytics engine will send insights directly into ServiceNow workflows and AI agents, enabling better decision-making through cross-system relationships and operational context. The announcement was made at Qlik Connect 2026 in Florida. Qlik, used by 75% of Fortune 500 companies, aims to help enterprises scale AI responsibly whilst maintaining data governance and control across operations.
Salesforce and ServiceNow are clashing over the future of IT service management, with Salesforce CEO Mark Benioff claiming his six-month-old Agentforce IT Service has won five customers from ServiceNow. ServiceNow CEO Bill McDermott disputed the claim, saying four remain customers and one represented just $42,000 in revenue against ServiceNow's $13.2 billion annual total. ServiceNow controls 40 per cent of the ITSM market with 8,600 customers, whilst Salesforce's product has 200 signups. However, analysts suggest this isn't a direct competition. ServiceNow emphasises control and orchestration with 22 years of workflow expertise, whilst Salesforce targets engagement through tools like Slack, meeting users where they work. Salesforce sees opportunity in the broader $50 billion market, particularly amongst midmarket and SMB customers where it already has relationships through CRM and cloud platforms.