What you get to do in this role:

The Customer Outcomes Success Architect People Manager will be responsible for developing and maintaining C-level executive relationships across 1-2 accounts as well as mentoring a team of Success Architects. The over-riding objective for the Success Architect will be to drive Customer Outcomes at these managed accounts leading to client’s product adoption, renewals, and expansion of Service Now offerings with the account.

• Manage a team of 3-6 Success Architects, responsible for inspiring, guiding and mentoring your team
• Develop strong executive relationships with C-level leaders as well as ecosystem partners
• Service 1-2 Very Large and Large enterprise accounts, understanding their business objectives and developing customer roadmaps
• Define, realize, and benchmark business value
• Define and execute winning co-delivery models, championing Service Now’s best practices
• Develop implementation strategies and readiness process to accelerate time to value
• Establish and deliver operating model and account delivery governance
• Contribute thought leadership on how advisory, expert services, and Co-Delivery can be optimized
• As a team deliver high customer satisfaction metrics, Quality Assurance, and profitability for your assigned accounts

To be successful in this role you have:

• 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.
• Minimum 7 years in management consulting leadership role at a high performing consulting company or equivalent, focused on technology enabled transformations (Digital/SaaS/Enterprise Software)
• Demonstrated success leading a team of individual contributors
• Proven track record of success at Fortune 50-500 accounts
• Understanding of issues and imperatives driving digital transformation across industry
• Depth in digital transformation design, implementation, and management
• Deep expertise in one industry, “minors” in one or two additional industries
• Middle and back office functional experience
• IT, HR, and GBS Transformation experience
• Strong executive relationships with CIO, CFO, CHRO and business line leaders
• Experience identifying business objectives and solving business challenges, serving as part of a key client account leadership team
• Demonstrated success integrating with other internal account functions and external partners (consultancies, technology implementation firms, Big 4, GSIs)
• 5+ years large program experience (multi-tracked, OCM)
• Familiar with multiple Service Now product suites
• Successful track record of managing high performing teams, meeting or exceeding customer KPIs and expanding offerings with clients

JV20

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

Service Now 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 globaltalentss@servicenow.com 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), Service Now may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon Service Now obtaining any export license or other approval that may be required by relevant export control authorities.

From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

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 — Service Now 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.