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Salary: USD 199,100 - 348,400 / annual
ServiceNow is seeking a Principal Product Manager to own the Now Engage platform end-to-end—a critical platform serving customers, partners, and employees who support customers. This is a high-visibility, high-accountability role focused on delivering AI-driven customer success experiences that accelerate adoption and improve fulfillment, support, and growth outcomes.
You will drive the platform, tools, and technologies powering ServiceNow's post-sale customer success experience. Key responsibilities include consolidating fragmented tooling, creating real-time customer visibility, surfacing AI-driven insights, and building AI-native workspace and agent experiences. You will partner closely with business, engineering, product, architecture, and senior stakeholders to define the roadmap, shape AI-driven capabilities, and deliver high-impact platform experiences.
As the product and technology partner to Customer Success, you will operate with transparency, urgency, and strong product judgment, making clear roadmap tradeoff decisions and aligning teams around measurable business impact. You will bring both business and technical acumen—fluent in system design, architecture, data flows, integrations, and AI/ML concepts—enabling you to partner credibly with engineering, challenge assumptions, and write product requirements that teams can execute.
Key responsibilities include: owning the Now Engage product strategy and roadmap including AI-native workspace, SPM integration, and agent capabilities; driving product requirements, prioritization, delivery, adoption, and outcome measurement across complex platform initiatives; partnering with senior leaders and stakeholders to align on priorities and tradeoffs; applying strong technical judgment across system design, integrations, data flows, and AI-enabled capabilities; and identifying practical AI opportunities that improve customer visibility, fulfiller productivity, and time to value.
Success will be measured by customer time to value, customer adoption, and quality of execution against roadmap priorities.
**Requirements:**
- 10-12+ years of product management experience, including owning complex internal platforms, employee-facing tools, partner-facing tools, delivery/PSA tooling, or enterprise workflow products
- Experience shipping products or platforms used by employees, internal teams, partners, or other enterprise users, with understanding of business process complexity behind internal tooling
- Strong technical depth in system design, architecture, integrations, data flows, APIs, workflows, and AI-enabled product capabilities
- Fluency in AI product capabilities and experience integrating AI into enterprise workflows, with judgment to distinguish high-value AI use cases from areas where automation may introduce risk
- Track record writing high-quality product requirements that create clarity for engineering, business stakeholders, and executives
- Proven track record owning a complex, cross-functional product portfolio from strategy through delivery and outcome measurement
- Demonstrated ability to ship integrations across systems you don't control and negotiate scope with their owners
- Comfort launching with deliberate manual gaps and a credible plan to close them
- Strong written communication skills, producing documents that engineering, business, and executives can evaluate
- Judgment to operate unsupervised on scope and sequencing, knowing which decisions belong to a sponsor
- Strong operator mindset with accountability for outcomes across organizational boundaries
