Job Description

The Role

As a Staff Product Manager (IC4) on the Connected Customer Experience (CCX) team—part of ServiceNow’s Internal Digital Transformation (IDT) organization—you will play a critical role in building next-generation tooling that empowers 2,500+ Customer Success professionals across the company. You will drive product strategy, execution, and platform innovation for key capabilities that elevate how our Customer Success teams deliver value at scale.

This senior individual contributor role requires strong product vision, technical fluency, customer empathy, and the ability to guide cross-functional teams without formal authority. You will shape the product roadmap, influence senior stakeholders, and deliver solutions that accelerate adoption, customer value, and business outcomes.

What You’ll Do

• Define and own product strategy aligned with customer needs, business priorities, and market trends.
• Build and maintain clear, prioritized product roadmaps that articulate goals, trade-offs, and sequencing.
• Translate strategy into execution by writing high-quality Epics, Features, and User Stories with clear acceptance criteria.
• Take full accountability for cross-functional planning and execution with engineering, design, customer success, and go-to-market teams to ship high-impact releases.
• Drive product adoption and customer success through enablement, launch programs, and cross-functional alignment.
• Communicate complex concepts clearly, tailoring messages for both technical and executive audiences.
• Influence and align stakeholders across organizational boundaries to drive shared outcomes.

Qualifications

To be successful in this role you have:

• 8+ years of software product management experience, preferably in enterprise SaaS or cloud platforms.
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
• Exceptional ability to craft impactful PowerPoint presentations with strong narrative structure and clear storytelling for executive audiences.
• Proven ability to define product requirements and translate them into actionable roadmaps.
• Strong ability to understand technical architecture, system design, and backend workflows to make informed product choices
• Excellent communication and stakeholder management skills.
• Ability to guide without authority and coach junior team members.
• Preferred Skills
• Familiarity with workflow automation, the ServiceNow platform, CSM, TPSM, or similar enterprise systems.
• Experience using data and metrics to guide product outcomes
• Ability to thrive in fast-paced, matrix environments with multiple work streams and stakeholders.

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For positions in this location, we offer a base pay of $147,300 - $257,800, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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