Senior Manager, Digital Customer Lifecycle & Adoption

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
As the Senior Manager, Digital Customer Lifecycle & Adoption, you will lead the strategy and execution of digital programs that drive customer engagement, product adoption, and long-term value realization across the customer journey. You will be responsible for orchestrating cross-functional initiatives that improve lifecycle touchpoints, accelerate time-to-value, and scale adoption through data-driven, personalized experiences.
This role is ideal for a strategic thinker and hands-on leader who thrives in a fast-paced environment and is passionate about transforming customer experiences through digital innovation.
Key Responsibilities
Lifecycle Strategy & Execution

• Design and implement end-to-end digital lifecycle programs that support onboarding, adoption, expansion, and renewal.
• Partner with Customer Success, Product, Marketing, and Operations to align lifecycle initiatives with business goals and customer needs.

Digital Adoption & Engagement

• Lead the roadmap for digital adoption programs, including in-product guidance, email journeys, and self-service enablement.
• Leverage behavioral data and segmentation to deliver personalized experiences that drive usage and value realization.

Cross-Functional Leadership

• Lead cross-functional working groups to ensure alignment on lifecycle priorities, KPIs, and execution plans.
• Influence senior stakeholders to secure support for lifecycle investments and innovation.

Data & Insights

• Define success metrics and reporting frameworks to measure program impact and identify optimization opportunities.
• Partner with analytics and operations teams to improve data capture, access, and usage across lifecycle touchpoints.

Technology & Innovation

• Collaborate with IT and platform teams to enhance lifecycle capabilities through tools like ServiceNow, marketing automation, and customer data platforms.
• Stay ahead of industry trends and emerging technologies to continuously evolve the digital customer experience.

Qualifications

• 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 AI's potential impact on the function or industry.
• 12+ years of experience in customer lifecycle, digital adoption, or customer success marketing, preferably in B2B SaaS.
• Proven track record of designing and scaling digital programs that drive measurable customer outcomes.
• Strong analytical skills and experience with PLG Models, customer data, segmentation, and journey mapping and analytics tools (e.g., Totango, Segment and Gainsight).
• Expert data storytelling and presenting insights to executive stakeholders and the ability to lead cross functional initiatives and influence without authority.
• Excellent communication and stakeholder management skills, with the ability to influence across levels and functions.
• Experience with platforms such as ServiceNow, Gainsight, Salesforce, Adobe, Marketo, or similar tools is a plus.
• Strategic mindset with a bias for action and a passion for customer-centric innovation.

Why Join Us?
This is a high-impact role within a fast-evolving Customer Excellence Marketing organization. Be at the forefront of transforming how ServiceNow delivers customer success at scale-combining AI, digital intelligence, and human empathy to drive meaningful outcomes for our customers.
For positions in this location, we offer a base pay of $137,500 - $240,700, 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 law. In 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 [email protected] 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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