Senior Director, Strategic Customer Transformation
💰 $200,000 – $350,000/yr
Job Description
About the Role
ServiceNow is seeking a Senior Director of Strategic Customer Transformation to lead our enterprise-level customer success initiatives. This is a high-impact leadership position responsible for driving transformational outcomes across our largest and most strategic customer accounts.
In this role, you will oversee the strategic vision and execution of customer transformation programs, ensuring our enterprise clients achieve maximum value from their ServiceNow investments. You'll lead cross-functional teams, manage complex stakeholder relationships, and drive revenue growth through customer expansion and retention.
Key Responsibilities
- Direct the strategy and execution of transformation initiatives for enterprise customers, ensuring alignment with business objectives and expected ROI
- Build and mentor a high-performing leadership team responsible for customer success operations across assigned accounts
- Develop and implement strategic customer transformation frameworks, methodologies, and best practices
- Lead executive-level stakeholder engagement with C-suite clients to identify expansion opportunities and drive adoption of ServiceNow solutions
- Manage P&L responsibility for customer accounts, driving revenue growth through upsell, cross-sell, and renewal optimization
- Partner with Sales, Solutions Engineering, and Product teams to ensure seamless customer onboarding and value realization
- Monitor and improve customer health metrics, NPS scores, and overall customer satisfaction across portfolio
- Establish metrics and KPIs to measure transformation program success and ROI for customers
Required Qualifications
- 12+ years of experience in customer success, account management, or professional services leadership roles
- Proven track record managing enterprise customer relationships and driving large-scale transformation initiatives
- Experience leading and scaling customer success teams of 5+ direct reports
- Strong business acumen with demonstrated P&L management experience
- Excellent communication and presentation skills, with ability to engage at executive levels
- Strategic thinking with ability to balance immediate customer needs against long-term value creation
- Bachelor's degree in Business, Computer Science, or related field (or equivalent professional experience)
Preferred Qualifications
- Enterprise SaaS or software implementation experience
- Familiarity with ITIL, digital transformation, or enterprise technology adoption
- Experience with ServiceNow platform or similar enterprise workflow solutions
- MBA or advanced business certification
Why Join ServiceNow
ServiceNow is a leading digital workflow company that empowers enterprises to work the way they want to, at the scale they need. Join a world-class team committed to customer success and innovation. We offer competitive benefits, professional development opportunities, and the chance to make a meaningful impact on how organizations operate globally.
💰 Compensation not publicly listed. Market estimate for similar roles: from $200K, varying by experience and location.