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This is a strategic leadership role at the intersection of ServiceNow's enterprise customers, field leadership, and product organization. You will serve as the connective tissue between customer reality and company strategy, translating field insights into product direction and go-to-market decisions.
Key Responsibilities:
Customer Engagement: Engage directly with C-suite executives and transformation stakeholders at strategically important enterprise accounts. Drive functional and domain-specific conversations that move customers from intent to action. Work with customers to define use cases and map them to platform-level strategy. Identify and escalate poor experiences before they become churn risks, owning the resolution path. Orchestrate post-sale deployment and adoption for high-value customers, leveraging APEX, CEG, and partner ecosystem resources.
Field Leadership: Advise field leadership on sequencing and prioritization across account portfolios. Drive pipeline at scale using one-to-many approaches. Stay closely engaged in high-momentum accounts, advising internal teams and sustaining deal velocity. Surface what's landing and what isn't in the field to sharpen competitive positioning and sales plays. Enable the field to orchestrate across ServiceNow's full resource network.
Product & Platform: In collaboration with GMs, identify high-value cross-workflow opportunities and advocate for roadmap prioritization. Feed unfiltered customer and field signal into roadmap evolution through structured frameworks. Orchestrate APEX product and engineering resources into customer engagements. Surface FDE engagement opportunities and flag partnership/M&A signals. Contribute to unified pricing and packaging evolution, including outcome-based pricing models. Drive post-acquisition GTM integration in partnership with APEX Strategic Program Management and BU Leadership.
This role demands someone who can earn trust at C-suite level, brief a GM on roadmap trade-offs, and coach field teams through high-stakes deployments. You will work across Product, Customer Success, Partner, and Business Units, orchestrating resources with urgency and bias toward customer outcomes. Up to 50% travel required.
Requirements:
- 10+ years in enterprise software spanning sales, customer success, product strategy, or business development at scale
- Proven track record operating at C-suite level with genuine credibility in digital transformation and platform conversations
- Deep fluency in agentic AI, automation, and platform-led growth motions
- Experience navigating complex, matrixed organizations and getting things done across them
- Strong instincts for when to escalate, coach, or get out of the way
- Comfort moving between strategic altitude and operational detail without losing effectiveness
- Experience working across post-sale, product, and GTM functions
- Willingness and ability to travel up to 50%
