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Salary: USD 171,900 - 300,800 / annual
ServiceNow is seeking a Senior Staff Product Success Architect to lead the GAIL (Get AI Live) program, which deploys engineers directly into strategic customer engagements to drive real AI adoption and measurable value realization. This role bridges technical delivery and program strategy, combining hands-on technical leadership with institutional knowledge-building and program evolution.
In this position, you will own the most complex, escalated GAIL and Go-Live Support engagements, including large-scale enterprise deployments, acquisition integrations, and high-stakes go-lives where program reputation is critical. You will set the strategic direction for GAIL tooling and infrastructure, defining next-generation capabilities and owning the roadmap to build them. You will own and evolve the GAIL playbook and quality standards across the entire practice, defining what excellence looks like and maintaining standards program-wide.
Key responsibilities include driving systemic improvements across customer engagements by identifying patterns in failure modes and translating them into playbook changes and tooling investments. You will mentor and develop team engineers and high-potential rotators, actively raising capability and shaping the next generation of leaders. You will partner deeply with product, engineering leadership, and customer success to translate field signal into product and program improvements, and represent the program in customer-facing strategic conversations and executive engagements.
This role requires balancing pragmatism with long-term program health, building and scaling shared infrastructure that multiple teams depend on, and influencing organizational change without formal authority.
REQUIREMENTS:
- 8+ years of software engineering experience with substantial depth in both enterprise product work and hands-on customer or field delivery
- Expert-level coding ability in JavaScript and one or more additional languages (Java, Python, or equivalent), with proven track record of shipping and scaling production systems
- Deep experience deploying and integrating AI features and GenAI models, including Now Assist, AI Agents, or equivalent platforms, across multiple customer environments and deployment patterns
- Strong judgment on prompt engineering and non-deterministic model behavior, including ability to advise on reliability, production readiness, and edge cases
- Strategic mindset about standards, tooling, and scalability
- Proven ability to build, own, and scale shared infrastructure and platforms that multiple teams depend on
- Strong mentoring and coaching capability with demonstrated ability to develop engineers
- Excellent communication and presence across technical and non-technical audiences, including customer executives and internal leadership
- Demonstrated ability to influence and drive change at program or organizational level without formal authority
