Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®
 
We're looking for people who are ready to roll up their sleeves and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.
 
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description

Job title: Director, Customer Success & Support
Location: San Francisco, CA
 

Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do. 

People matter. Our people have a passion for learning, building, and innovating. Our roles aim to provide each person with meaningful impact and plenty of space to grow. 

We are looking for a Director of Customer Success and Support to build a world-class function for a set of new products for DevOps and SREs. You and your team will engage with customers at a technical level at all stages of the customer lifecycle from evaluation through implementation, support, renewal and expansion. You will be responsible for building the process for low touch, self-serve accounts as well as semi-scaled and enterprise, high touch accounts. This is a high visibility and high impact role within the team creating innovative products with a product-led-growth (PLG) GTM. If you have skills and experience bootstrapping customer success and support functions for products targeting technical audiences and a do-whatever-it-takes player/coach attitude, then this role is for you. We’re a startup within a cloud superpower. If this opportunity excites you, we’d love to talk.

ServiceNow is a customer-first company. We're big enough to have resources and scale but small enough that a single person has a surprising amount of ownership and can make a meaningful impact. We're curious, fun, a little intense, and kind of obsessed with helping our users and customers thrive. Does that sound like an exciting place to work? 

Responsibilities

• Set the overall vision and plan for the PLG customer success and support team, focusing on supporting product evaluation, driving product adoption, positive customer experiences and growth
• Work collaboratively with marketing and sales on customer evaluation and conversion processes
• Define and deliver technical support working closely with engineering
• Resolve customer requests and escalations via email, phone and chat and handling inquiries
• Reduce churn and drive higher growth through greater advocacy and customer testimonials
• Define and optimize the customer lifecycle by driving programs and initiatives to improve engagement based on customer segmentation
• Develop and document scalable customer success practices
• Build and lead world-class team by recruiting high performing individuals
• Participate in prioritizing technical issues and product suggestions to address most critical issues affecting customer experience
• Define and measure key metrics for the team including NPS, conversion and adoption rates, retention 

Qualifications

To be successful in this role you have:

• 5 years of Customer Success and Support experience at a scaling SaaS startup
• 5+ years of relevant technical experience
• Strong technical background and customer facing experience
• Experience of managing, measuring and supporting a subscription revenue base along with product-led-growth GTM (freemium, trials etc.)
• Ability to build teams and processes for a fast-moving organization to creatively solve problems and improve customer experience
• Works through uncertainty using the analytical approach and data-driven
• Self-directed, fast-paced, hardworking with no BS, can-do attitude and desire to learn
• Domain expertise in DevOps, SRE, IT/Ops markets is highly desirable but not required


 

Additional Information

ServiceNow is an Equal Employment 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 law.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at +1 (408) 501-8550, or [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.