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Salary: USD 126,800 - 221,900 / annual
ServiceNow is seeking a Business Systems Product Manager to own and execute a high-impact area of the Customer Success Platform (CSP), a strategic initiative serving 2,500+ Customer Excellence Group (CEG) users. This is a senior individual contributor role within the Customer Excellence Group, partnering closely with Digital Technology counterparts to translate business priorities into precision-executed platform capabilities.
You will own a major workstream within the CSP product roadmap end-to-end, from problem definition through delivery and adoption. Key responsibilities include:
**Product Ownership & Prioritization**: Drive structured prioritization within your domain using rigorous, data-informed decision-making. Translate complex business pain points into crisply scoped business requirements with measurable outcomes. Author detailed BRDs capturing current-state processes, future-state vision, and the transformation needed.
**Execution & Delivery**: Drive elite-level execution on your roadmap, ensuring features are delivered with precision, on time, and to specification. Partner with engineering on delivery cadence, surfacing blockers early. Maintain rigorous program hygiene with clear scope, milestones, risks, dependencies, and status. Build UAT strategy, recruit testers across CEG personas, write test cases, and lead UAT execution end-to-end. Lead effective release communications to stakeholders.
**AI Strategy & Integration**: Embed AI-first thinking into every capability you ship, identifying opportunities to automate manual workflows and free CS teams to focus on strategic activities. Develop a point of view on how emerging AI capabilities apply to your domain and advocate for AI investment. Stay ahead of the AI landscape as it applies to customer success operations and workflow automation. Prototype, evaluate, and partner with engineering on AI/agentic feature design.
**Measurement & Outcomes**: Define and track adoption, usage, and business impact metrics for every feature delivered. Operate with a default to data—decisions, tradeoffs, and post-launch reviews are grounded in measurable outcomes. Use clear ROI frameworks to justify roadmap investments and demonstrate platform value to senior stakeholders.
**Stakeholder Management & Communication**: Communicate roadmap, status, and outcomes clearly and confidently to senior executives, including VP and SVP-level audiences. Proactively surface risks, tradeoffs, and mitigation plans. Build strong relationships across CEG business stakeholders, DT, and cross-functional partners. Navigate complex organizational dynamics with strategic judgment, leading through influence rather than authority.
**Product Craft Leadership**: Set the bar for product craft within the CSP team—discovery quality, written artifacts, decision frameworks, and execution discipline. Identify systemic gaps in process, tooling, or architecture and drive cross-team improvements.
This role is ideal for someone who thrives on personal ownership, end-to-end execution, and influence without authority. You will be obsessed with AI, outcome measurement, and enabling the customer success organization to focus on high-value work by eliminating manual, repetitive tasks through intelligent automation.
**Requirements**
Required:
- 8+ years in Product Management, business systems, or enterprise technology, with demonstrated growth in scope and impact across roles
- Proven track record owning and shipping product roadmaps for internal or customer-facing platforms in complex enterprise environments
- Demonstrated ability to drive cross-functional execution in close partnership with engineering or DT teams
- Track record of delivering results in high-pressure, high-stakes environments with competing priorities
- Experience presenting strategy and program status to VP and C-level stakeholders with clarity and confidence
- Exceptional organizational skills and meticulous attention to detail
- Genuine passion for AI and experience applying or advocating for AI/automation in product strategy
- Demonstrated ability to lead through influence without direct reports
Preferred:
- Experience in a post-sales, customer success, or CS operations environment
- Familiarity with ServiceNow's platform capabilities, particularly as applied to internal tooling or CS workflows
- Experience with customer success platforms, CRM, or internal enablement tools
- Background in experience design or a strong aesthetic sensibility for product UI/UX
- Hands-on experience prototyping, building, or shipping AI/agentic features
