Principal Product Excellence Manager, Core Business Transformation Products

The Principal Product Excellence Manager role is extraordinarily collaborative, working not only with Product and Development colleagues but also cross-functionally with Sales, Marketing, Customer Excellence Group, and partner organizations. In this role you will help customers through their Source-to-Pay (S2P) journey, ensuring their successful deployments of Core Business Transformation products to secure customer references.

If you are passionate about customer success, guiding customers and partners as they deploy AI solutions to address business pain points, and developing the success stories that the company will use to make this product successful in market, this role is for you!

What you get to do in this role:

1. Oversee Vanguard and other customer programs

• Manage the Vanguard program pipelines to ensure that the product is building a healthy pool of referenceable customers across segments and industries

• Manage active Vanguard deployments, acting as a member of the implementation team to ensure customers are successful; coordinating any issue resolution with product engineering

• Bring pain points, use cases, and opportunities back to the inbound product team to influence product strategy on behalf of customers

1. Develop and manage reference activity

• Engage Marketing, value teams and other key stakeholders to develop case studies, video testimonials and other reference materials from Vanguard engagements

• Work with pre-sales to match reference customers with potential customers to help close open opportunities

1. Support customer and partner onboarding

• Monitor deployment activity to identify who is implementing, timelines for implementation and un-deployed backlog

• Work cross functionally with the Global Partners & Channels team to identify where we have partner gaps, and bring issues with partners to resolution

1. Measure and monitor customers success

• Develop and monitor key adoption success metrics

• Measure customer health and adoption scores

• Proactively identify customers with poor health scores and work with account teams and partners to create a plan to bring those customers to good overall health, 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.

• 10+ years in customer-facing roles across product management, customer success, product success, systems consulting, implementation, product support, or additional related roles
• Demonstrated ability to source-to-pay procurement, supplier lifecycle management, supplier relationship management, invoice and payment processing, and contract management needs, and to translate those into application requirements that lead the implementation of valuable and effective solutions, aligning to tangible business value
• 6+ years of experience partnering with executive business stakeholders in customer organizations, preferred
• Experience positioning or implementing AI-powered solutions, including GenAI or agentic AI capabilities
• Fanatical about customer success and tenacious about advising, coaching and mentoring customers on our technology as well as the disciplines of procurement, supplier management, contract governance, and category management
• Strong sense of ownership with bias toward hands-on execution
• Other skills which will help you succeed in this role: data driven, experience with value consulting/realization, verbal and written communication talent, content (webinar) development
• Candidate must be willing to travel occasionally (up to ~15%) to customer sites and/or ServiceNow events

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone-freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow- helping 85% of the Fortune 500® work smarter, faster, and better. We’re building an AI-native culture where technology and talent are unstoppable together. And we’re just getting started., Join the Product Excellence team at ServiceNow and help shape the future of Core Business Transformation! Together we will help customers drive operational excellence and business outcomes across Global Business Services, Hire-to-Retire, Source-to-Pay, Facilities & Corporate Real Estate, and Legal Operations. Here is what is important to us: (1) building relationships based on trust (2) owning and executing your personal and team objectives with grit and passion (3) adopting a growth mindset in relentless desire to help better our customers, our team and yourself.