ServiceNow, Inc.
Senior Manager, Digital Customer Lifecycle & Adoption
ServiceNow, Inc., San Diego, California, United States, 92189
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.
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
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. Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. 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. 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 and benefits. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, and family leave programs. 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.
#J-18808-Ljbffr
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. Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. 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. 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 and benefits. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, and family leave programs. 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.
#J-18808-Ljbffr