Director, Customer Success Operations

What you get to do in this role:

Lead, organize, and manage business operations for the global Sales function, including handling executive-level special projects and working collaboratively and cross-functionally with other global functions and business teams. The global Sales function interacts with virtually every aspect of the company, with some members embedded within other teams. This is a highly matrixed organization operating in a dynamic, high-growth global business environment.

• Lead and drive operational aspects of the function, including global budget management, operational dashboards, monitoring and measurement of communications activities.

• Work directly with global sales leadership teams to drive special projects, organizational development, and strategy. Track KPIs and work with leadership team to ensure successful outcomes.

• Work closely with the broader sales leadership team and other company executives to ensure alignment of strategies, objective and activities; manage special projects and events as needed.

• Ensure best practice implementation and operational excellence across entire function.

• Drive consistent communications of priorities, activities, and results to team and relevant company stakeholders. Support presentation and reporting needs for the Sales function.

• Collaborate with the leadership team to develop the annual objectives and coordinate organization-wide goals. Report quarterly accomplishments.

• Help support and lead purpose and culture of team and company.

To be successful in this role you have:

• 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.

• 10+ years relevant work experience; prior experience in operational roles, including project and budget management; demonstrated track record delivering business and organizational outcomes

• Superb leadership and influencing skills; ability to work collaboratively and cross-functionally

• Excellent people management skills and experience; ability to build strong, diverse, high performing teams

• Ability to motivate others, drive collaboration, teaming & resolve conflict between diverse stakeholder groups

• Passion for and demonstrated success understanding and fulfilling internal or external customer needs; problem-solver, entrepreneurial mindset

• Sharp business judgment, ability to see "big picture" and to prioritize

• Executive presence, strong verbal and written communication

• Ability to manage change and ambiguity with an action-orientation/drive – must thrive in a dynamic global environment

• High energy, strong work ethic, disciplined execution skills, willingness to do whatever it takes to deliver results

JV20

For positions in this location, we offer a base pay of $184,100 - $322,200, 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.

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, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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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