Product Success Technical Director

This role is an individual contributor position.

The AI Futures team is the first-mover innovation engine for the Now Platformwhere bold ideas become real reusable AI capabilities. We incubate high-value use cases co-innovate with customers and accelerate product success by transforming early learnings into platform-level impact. Our charter is to push boundaries validate whats possible and ensure the field and our customers can achieve meaningful outcomes with NowAssist AI. 

As Product Success Technical Director AI Futures you sit at the intersection of innovation customer value and product evolution. You will help shape which bets we place guide engagements that demonstrate clear ROI and turn early signals into scalable success for the platform and our customers.

This role is built for a senior customer-credible technical leader who elevates team talent strengthens customer impact and influences product directionwhile remaining hands-on enough to deeply understand the technology.

What Youll Do

Champion Customer Innovation & Repeatable Value

• Lead selective high-impact customer engagements to surface real-world needs and shape reusable frameworks demos and patterns.
• Deliver compelling executive-level narratives that articulate value outcomes and AI-driven transformation.
• Identify scalable opportunities from customer use cases and guide the team toward high-leverage initiatives.

Elevate Team Technical Excellence

• Serve as a mentor and coach to engineers and solution talent across AI Futuresuplifting quality customer readiness and storytelling.
• Advise best practices for AI-native demos POCs pilots and customer-facing technical assets.
• Help shape team standards for reuse modularity storytelling and scale.

Influence Platform Evolution

• Act as a strategic conduit between field learnings and Product/Engineering.
• Surface customer friction GTM blockers and platform gaps with structured actionable insights.
• Partner with Product and Engineering to validate early capabilities stress-test frameworks and drive roadmap recommendations.
• Ensure customer feedback translates into platform enhancements that improve scale usability and adoptionespecially for AI agentic workflows and knowledge-driven experiences.

What Success Looks Like

• Customer Impact: Strategic customer engagements result in measurable outcomes referenceable wins and reusable assets.
• Team Growth: AI Futures team members demonstrate improved storytelling customer fluency demo quality and execution consistency.
• Reusable Value: Demos frameworks and patterns influenced by this role see broad adoption across field teams SCs and customer pilots.
• Product Influence: Customer-driven insights lead to platform improvements roadmap shifts or feature hardening prior to GA.
• Trusted Technical Advisor: Customers field teams PM and Engineering view you as a credible and dependable leader who bridges invention and adoption.

Qualifications :

To be successful in this role you have: 

• Demonstrated experience integrating AI into workflows decision-making or enterprise outcomes. 
• 12 years in technical leadership roles spanning architecture engineering product innovation or customer-facing solution work. 
• Strong executive presence with the ability to translate complex technical concepts into business value. 
• Proven success mentoring technical teams and elevating team capability in customer-facing execution. 
• Experience leading customer engagements that produced repeatable methods frameworks or assets. 
• Ability to influence without authority across product engineering field and executive stakeholder groups. 

Preferred Qualifications 

• Experience with ServiceNow or enterprise SaaS ecosystems. 
• Prior work shaping early product capabilities or contributing to product evolution. 
• Familiarity with building agentic workflows LLM-based solutions or knowledge-driven automation. 
• Experience converting innovation pilots into broadly reusable assets patterns or best practices. 
• Background working in an incubator innovation lab or strategic field solutions team. 

For positions in this location we offer a base pay of $217500 - $380700 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.

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