Principal Community Manager

Role Overview

ServiceNow is seeking a strategic and experienced Principal Community Manager to drive the growth health and long-term sustainability of the ServiceNow Community ecosystem.

This role owns community engagement strategy contributor growth employee participation gamification community intelligence and ecosystem development. The Principal Community Manager will partner across Product Marketing Customer Success Developer Relations ServiceNow University and Community Programs to strengthen participation develop future community leaders and transform community insights into business value.

The ideal candidate combines community-building expertise with strong analytical program management and stakeholder influence skills.

Responsibilities:

Community Growth & Contributor Development

• Develop and execute strategies to increase community participation engagement and contributor growth.
• Build programs to recruit activate retain and develop contributors across customers partners developers and employees.
• Create scalable onboarding and engagement experiences that strengthen long-term participation.
• Establish success metrics covering contributor acquisition activation retention engagement and quality.

Community Health & Engagement

• Define and manage community health metrics and success measures.
• Monitor engagement sentiment participation trends and contributor behavior.
• Identify opportunities to improve community vitality answer quality and member retention.
• Deliver insights and recommendations to leadership based on community performance.

Employee & Expert Engagement

• Develop programs that increase participation from employees product teams engineers and subject matter experts.
• Partner with stakeholders across the business to improve response coverage and community engagement.
• Connect customer needs and community discussions with the appropriate internal experts.

Community Programs & Advocacy

• Partner with Community Programs Events and Developer Relations teams to translate offline engagement into ongoing online participation.
• Create post-event engagement strategies that drive contributor growth and retention.
• Identify high-potential contributors and partner with recognition program owners to surface qualified candidates.

Gamification & Community Strategy

• Own the strategy for community incentives reputation systems recognition mechanisms and engagement programs.
• Evaluate the effectiveness of engagement programs and recommend improvements that encourage high-quality participation.
• Partner with platform teams to evolve community growth and engagement initiatives.

Vendor & Community Operations Management

• Manage the relationship with external moderation partners.
• Establish service expectations escalation paths governance processes and performance measures.
• Ensure moderation practices align with community standards and business objectives.

Community Intelligence

• Analyze community trends sentiment participation patterns and emerging topics.
• Translate community signals into actionable insights for Product Marketing and leadership teams.
• Serve as a strategic advocate for community-driven customer and market insights.

Qualifications :

To be successful in this role you have:

Qualifications:

• 8 years of experience in community management customer advocacy customer marketing developer ecosystems online communities or related fields.
• Demonstrated success growing and scaling online communities and contributor ecosystems.
• Experience building engagement advocacy ambassador expert or contributor programs.
• Strong analytical and data-driven decision-making skills.
• Experience influencing cross-functional stakeholders and driving outcomes without direct authority.
• Excellent communication presentation and executive storytelling skills.

Preferred

• Experience with enterprise community platforms such as Khoros Bevy Higher Logic or similar technologies.
• Experience designing gamification engagement reputation or loyalty programs.
• Experience partnering with Product Engineering Marketing Customer Success Learning and Developer Relations organizations.
• Familiarity with community analytics listening platforms AI-powered engagement tools and ecosystem measurement.

Success Measures

Success in this role will be measured through improvements in:

• Community health and engagement
• Contributor acquisition activation retention and diversity
• Employee and expert participation
• Answer quality and coverage
• Recognition pipeline development
• Community sentiment and trust
• Gamification effectiveness
• Community-derived business insights
• Overall ecosystem growth and sustainability

For positions in this location we offer a base pay of $148900 - $232701 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.

FD21

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 religion sex sexual orientation national origin age disability gender identity  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