Software Licensing Manager

We are seeking a highly skilled and motivated professional to lead the successful launch rollout and ongoing evolution of a Commit to Consume Pricing Model for large enterprise ServiceNow accounts. This role is pivotal in ensuring Customers adopt ServiceNow products and manage license utilization as a part of the  Commit-To-Consume commercial model.

The ideal candidate is a strategic and analytical thinker and hands-on operator with strong experience in pricing product usage analytics and SaaS subscription models. They will work weekly with enterprise Customers to review license utilization product usage and manage disputes.  They will work cross-functionally with Pricing Sales Operations Business Intelligence Product Finance and Engineering teams to establish the foundations of the new pricing model monitor adoption and performance and continuously refine the program to maximize customer and business outcomes.

This individual will be responsible for building and operationalizing processes that track customer commitments usage and entitlements as well as driving transparency and alignment across internal teams and external customers. They will also own cross-functional alignment of account status and capturing best practices as the program scales.

Responsibilities

• Support the successful rollout and adoption of the organizations new SaaS Pricing Model across global teams and customers.
• Monitor analyze and interpret customer usage entitlements and commitments to ensure compliance with contractual terms while supporting customer value realization.
• Drive internal enablement by developing playbooks training and documentation for Sales Operations and Product teams.
• Conduct initial preliminary usage review prior to commit-to-consume contract signature to ensure alignment on usage with customer
• After customer has rolled out commit-to-consume contract host internal review with account team and customer success manager to review customer usage and align on messaging. A
• Meet with customer to review customer portal mechanics how to manage entitlements and usage including the ability to increase or decrease product entitlements.
• Support open inquiries from the customer based off product entitlement measurement usage and any questions in respond to usage notifications.
• Work w commit-to-consume Ops team to resolve any data quality issues affecting entitlement & usage
• Support the resolution of customer usage disputes including the analysis of the dispute in question provision of a recommendation review with w commit-to-consume department Lead and review of the outcome with the customer if questios arise.
• Lead monthly account stastus review w account team Impact Squad and supporting CSM
• Inputs into customer Quarterly Usage Review to ensure connecting w account team to address upsell potential
• Customer Feedback Collection: Standardize support maintenance and iterative improvements of the Commit-to-Consume customer portal/customer portal.

Qualifications :

• Minimum 8 years strong experience in data analytics pricing operations sales operations or deal desk preferably in the software industry.
• Ability to analyze license usage data spot anomalies identify trends and make recommendations based on statistical evidence.
• Familiarity with resolving entitlement/usage discrepancies and ensuring accuracy in reporting pipelines.
• Deep understanding of SaaS pricing/consumption models true-ups and revenue recognition implications.
• Experience designing repeatable frameworks for intake dispute analysis and usage review.

• Familiarity with software contracts commit-to-consume structures and the commercial impact of consumption patterns.
• Ability to link usage trends to upsell opportunities renewal health and broader customer lifecycle value.
• Skilled at working with Ops Finance Sales Customer Success and Legal to align on tough decisions.

• Ability to present data-backed reasoning clearly diplomatically and persuasively even when delivering unfavorable news especially with end-customers.
• Strong skills in de-escalating tense conversations with frustrated customers while staying objective and professional.
• Skilled at acknowledging customer concerns while reinforcing contractual and usage facts.

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