Director, Business Transformation & Strategy, Customer Success
Director, Business Transformation & Strategy, Customer Success
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1 Vacancy
Job Description
The Role
This is an extraordinary opportunity for a collaborative systems thinker and execution-oriented leader to shape and drive the strategic and transformational agenda within ServiceNows Customer Success this hybrid strategy and transformation role you will work closely with the Senior Director of Customer Success Strategy & Transformation to define the vision align initiatives with enterprise goals and lead high-priority efforts that accelerate value for customers and improve business performance.
You will partner across business teams finance operations support and product teams to ensure that Customer Success strategies are not only well-formed but effectively activated and adopted. This role requires a unique combination of strategic planning cross-functional collaboration and transformation delivery turning ideas into reality through structured planning consistent execution and measurable outcomes.
You will help develop a dynamic strategic roadmap execute transformation initiatives and support organizational change efforts that enhance customer health operational efficiency and global scalability.
Responsibilities:
- Initiative Strategy & Framing: Shape high-priority Customer Success initiatives by defining problem statements strategies desired outcomes value logic and success metrics in partnership with cross-functional teams.
- Transformation Delivery Support: Drive progress across key initiatives by supporting execution plans facilitating working sessions surfacing risks and helping teams stay aligned and accountable.
- Cross-Functional Alignment: Ensure initiatives are connected to the broader Customer Success and enterprise context by coordinating with stakeholders across Product Ops Support Finance and Enablement.
- Insights-Driven Decision Support: Leverage data to validate assumptions inform initiative direction and track impact through measurable KPIs.
- Initiative Communications & Deliverables: Build executive-ready materials including initiative updates business cases decision frameworks and success reporting.
- Stakeholder & Change Readiness: Partner with change and enablement teams to ensure initiatives are communicated effectively adopted by the business and embedded into operating models.
- Governance Participation: Represent initiatives in key governance forums by preparing inputs tracking status and coordinating across dependencies or escalation points.
- Customer Journey & Experience Focus: Use insights from customer feedback CSAT and adoption trends to inform strategy and transformation priorities. Shape initiatives that improve the end-to-end customer experience.
- Change & Adoption Support: Coordinate with change and enablement leads to ensure initiatives are communicated adopted and sustained across global teams.
Qualifications :
To be successful in this role you must 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 AIs potential impact on the function or industry.
- A track record of developing and executing business strategies that drive measurable outcomes.
- Experience leading cross-functional transformation initiatives with structured planning and delivery.
- Strong analytical skills; able to leverage data to prioritize measure and adapt.
- A collaborative working style with excellent communication and influence skills across levels and functions.
- Proven ability to simplify complexity connect dots and operate at both strategic and execution levels.
- 10 years of experience in strategy transformation consulting or customer success within a global organization.
- Strong understanding of customer success metrics (e.g. adoption retention NRR) and post-sale operations.
- Bachelors degree in Business Computer Science or a related field.
Preferred Qualifications:
- Experience driving strategy and transformation in a SaaS product company.
- Understanding of ServiceNows products platform and Customer Success operations.
- Familiarity with transformation frameworks initiative governance and agile planning.
- MBA or similar advanced degree.
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 :
Yes
Employment Type :
Full-time
Employment Type
Remote
