CRM Strategies Lead

The Role 

• As Lead of CRM GTM Strategy youll own the strategic direction and operational excellence of our global CRM go-to-market motion. Youll work at the intersection of strategy program management and customer successpartnering with executive leadership across Sales Customer Excellence Marketing and Product to drive transformational customer outcomes and accelerate CRM adoption across our customer base. 

• This is a high-impact leadership role where youll: 

Shape Strategic Direction 

• Define and articulate the CRM GTM strategy including the operating model success metrics and investment priorities that align with enterprise business objectives  
• Partner with executive leadership to translate CRM vision into executable measurable go-to-market programs 
• Drive strategic initiatives that fundamentally change how we engage customersfrom partner ecosystem strategy to AI-powered customer success models 

Lead Organizational Execution 

• Establish governance frameworks decision-making protocols and performance dashboards that ensure accuracy accountability and alignment across cross-functional teams 
• Own the CRM P&L including budget allocation resource planning and ROI measurement for all CRM-related programs and initiatives 
• Influence and mentor a high-performing team of professionals who drive CRM initiatives across global regions 

Drive Business Impact 

• Measure and communicate business outcomescustomer acquisition cost win rates customer lifetime value and market share gainsto executive stakeholders 
• Leverage data and customer intelligence to uncover market opportunities and translate them into winning GTM plays 
• Identify and lead strategic programs that directly impact customer acquisition retention and expansion in the CRM category 

Collaborate Across Functions 

• Serve as the strategic connective tissue between Sales Marketing Product Customer Success and Partner organizations 
• Influence and align senior-level leaders on GTM priorities investment decisions and operational changes 
• Champion a culture of collaboration where cross-functional teams move with speed and clarity toward shared customer outcomes 

Drive Continuous Improvement 

• Establish a culture of continuous learning and optimization by analyzing market performance customer feedback and operational metrics 
• Identify system process and capability gaps; design and implement solutions that scale 
• Stay ahead of market trends and competitive dynamics; challenge the organization to innovate in how we go to market 

Qualifications :

What you bring:

Leadership & Strategic Mindset 

• 8 years of progressive responsibility in CRM strategy go-to-market operations or customer-centric business strategy roles 
• Ability to thrive in ambiguity adapt quickly to change and maintain focus under pressure 
• Strategic thinker who balances long-term vision with short-term execution; comfortable translating ambiguous business challenges into clear actionable strategy 
• Proven track record of navigating ambiguity building teams with demonstrated success in developing talent and fostering high-performing cultures 

Program & Operations Excellence 

• Experience managing complex cross-functional initiatives with multiple stakeholders and competing priorities with high levels of accuracy  
• Ability to handlemultiplecompeting priorities in afast-pacedenvironment 
• Strong analytical skills: ability to design measurement frameworks interpret data and make evidence-based decisions with high levels of accuracy 
• Deep expertise in program management business operations and process optimizationwith demonstrated ability to implement systems and governance that drive organizational alignment 

Customer & Market Acumen 

• Demonstrated passion for understanding customer needs business challenges and competitive dynamics 
• Experience in B2B enterprise sales marketing or customer success environments; strong understanding of CRM as a competitive battleground in enterprise software 
• Ability to translate customer insights into strategic imperatives and communicate value clearly to executive audiences 

Influence & Communication 

• Exceptional executive presence and ability to influence at senior levels without direct authority 
• Outstanding communicator who can move fluidly between analytical rigor strategic narrative and compelling storytelling 
• Skilled at presenting complex ideas clearly to diverse audiencesfrom C-suite executives to frontline teams 

AI-Ready Leadership 

• Demonstrated ability to think critically about how AI and automation can enhance decision-making accelerate processes and improve customer outcomes 
• Track record of leading digital transformation process automation or AI-pilot initiatives 
• Growth mindset; willingness to learn experiment and adapt in a rapidly evolving technology landscape 

Additional Strengths 

• Experience working in fast-paced matrix-driven organizations with strong results orientation 
• Excellent problem-solving and interpersonal communication skills 
• Strong verbal and written communication including presentation and negotiation skills at executive levels 
• Ability to thrive in ambiguity adapt quickly to change and maintain focus under pressure 

What makes a great fit: 

• Youve led transformational change in a go-to-market or customer-facing function   
• You think like an operator and a strategistequally comfortable in the details and at 30000 feet 
• Youre energized by cross-functional collaboration and influencing outcomes beyond your direct control   
• You have a customer-first mindset and understand that operational excellence serves the customer mission  
• Youre curious about AI and emerging technologies and see them as enablers of human potential not replacements  
• Youre looking for a challenge and a clear path to leadership 

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 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 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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Remote Work :

No

Employment Type :

Full-time