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Salary: USD 221,200 - 387,100 / annual
ServiceNow's Office of the CISO is seeking a Director of Customer Security to lead the Customer Security team across the Americas region (North and South America). This is a people-leadership and executive engagement role reporting into the CISO organization.
In this role, you will:
**People & Organizational Leadership:**
Lead, hire, coach, and retain a high-performing Americas Customer Security team. Set clear objectives and manage performance to measurable outcomes. Define the team's coverage, escalation, and operating model across the region and time zones. Build bench strength, develop future leaders, and create succession plans. Model ServiceNow values (trust, transparency, accountability, integrity, inclusive leadership) and set the culture the team experiences day to day. Partner with peers in EMEA and APJ to align strategy and process consistency.
**Executive Customer Engagement:**
Own executive-level, CISO-to-CISO security engagement for strategic Americas customers and prospects. Represent ServiceNow in customer meetings such as Executive Briefings, Quarterly Business Reviews, and security/resiliency/privacy sessions. Serve as the senior escalation point for high-stakes security conversations, questionnaires, and complex or regulated deals (e.g., energy, utilities, financial services, public sector, critical infrastructure).
**Sales Cycle Support:**
Partner with Sales and Partners to support customers and prospects through pre- and post-sales security engagement. Oversee timely, high-quality responses to security, vendor risk, resiliency, and privacy questionnaires. Provide security contract support and review of security language to unblock annual contract value.
**Education & Awareness:**
Sponsor and deliver internal enablement and customer/partner-facing webinars that build security fluency. Lead customer instance security engagements. Represent ServiceNow at external seminars, conferences, and industry forums, evangelizing cloud and AI adoption and assurance, including Agentic AI and GenAI security.
**Voice of the Customer:**
Capture what customers and prospects tell the field and translate it into structured feedback that improves the platform and security program. Influence feature roadmaps and security posture by bringing regulatory and customer-driven requirements to Product and Engineering.
**Strategy, Operational Excellence & Organizational Maturity:**
Translate corporate priorities into actionable goals for the Americas team and hold the organization accountable for results. Establish roadmaps, operating models, metrics, and governance that make performance visible and honest, and that scale beyond any single individual. Anticipate issues, escalate and resolve systemic risks, and make tradeoff decisions aligned to corporate objectives. Drive the maturity of the function over time—removing waste, rework, and bottlenecks, and raising the baseline continuously.
At the Director level, ServiceNow expects you to: drive security strategy aligned to corporate objectives; anticipate and manage enterprise-level risk; influence Product, Engineering, Sales, Legal, and executives; deliver measurable customer and business outcomes; build leaders, succession plans, and organizational capability; model CORE values and leadership behaviors; represent ServiceNow with customers and executives; and improve processes, tooling, and organizational maturity.
**Requirements:**
- Extensive experience in information security, with at least 3 years in cloud security and a track record of customer-facing security leadership
- Proven people-leadership experience building, coaching, and scaling security teams, ideally across a multi-country region
- Executive presence and the ability to lead CISO-to-CISO conversations and turn complex security topics into trust and business outcomes
- Deep understanding of cloud security, risk, compliance, and privacy, with fluency in emerging areas such as Agentic AI and GenAI security
- Strong cross-functional influence across Sales, Legal, IT, Product, and Engineering, and the ability to turn conflict into collaboration
- Relevant industry certifications such as CISSP or CISM
- English fluency required
- Budget and P&L responsibility
- Eligibility for applicable government clearances
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
- 15+ years of experience overall
- US citizenship, US naturalized citizenship, or US Permanent Resident status (green card holder) required due to Federal requirements
