Job DescriptionRole Overview
The Business Systems Product Manager is a senior individual contributor role within the Customer Excellence Group (CEG) responsible for owning and executing on a high-impact area of the Customer Success Platform (CSP). This role partners closely with Digital Technology (DT) counterparts to translate business priorities into precision-executed platform capabilities. The CSP is a major strategic bet for CEG, and this BPM is expected to operate at a level that reflects that.
CSP is the home for all 2,500+ CEG users and serves as the next-generation tooling that powers how CEG drives product adoption, NRR/GRR, and NPS for ServiceNow's customer base. Every workflow, automation, and AI capability shipped on CSP directly compounds the productivity and outcomes of the entire post-sales organization.
This is a deep product craft role for someone who thrives on personal ownership, end-to-end execution, and influence without authority. The right candidate is obsessed with AI, outcome measurement, and enabling the customer success organization to focus on high-value work by eliminating manual, repetitive tasks through intelligent automation. They set the technical and product bar within their domain and are looked to as a subject-matter expert by peers and senior leaders alike.
What You Will Do Product Ownership & Prioritization
- Own a major workstream within the CSP product roadmap end-to-end, from problem definition through delivery and adoption.
- Drive structured prioritization within your domain, balancing competing demands with a rigorous, data-informed lens and clearly articulated tradeoffs.
- Translate complex business pain points into crisply scoped business requirements with measurable outcomes.
- Author detailed BRDs that capture current-state processes and workflows, the future-state vision, and the transformation needed to get there, leaving no ambiguity for engineering or stakeholders.
Execution & Delivery
- Drive elite-level execution on your roadmap, ensuring features are delivered with precision, on time, and to specification.
- Partner with DT/CCX engineering counterparts on delivery cadence, surfacing blockers early and helping resolve them quickly.
- Maintain rigorous program hygiene on your initiatives: clear scope, milestones, risks, dependencies, and status at all times.
- Ensure every capability ships with a high-quality, intuitive user experience that CEG users adopt without friction.
- Build the UAT strategy for your domain: recruit UAT testers across CEG personas, write detailed test cases, and lead UAT execution end-to-end.
- Lead effective release communications to stakeholders, ensuring CEG users and leadership know what is shipping, when, and what it means for them.
AI Strategy & Integration
- Embed AI-first thinking into every capability you ship, identifying opportunities to automate manual workflows and free CS teams to focus on strategic, high-value activities.
- Develop a point of view on how emerging AI capabilities apply to your domain and advocate for AI investment in the roadmap.
- Stay ahead of the AI landscape as it applies to customer success operations, internal tooling, and workflow automation, and bring that perspective into design discussions.
- Prototype, evaluate, and partner with engineering on AI/agentic feature design.
Measurement & Outcomes
- Define and track adoption, usage, and business impact metrics for every feature you deliver.
- Operate with a default to data: decisions, tradeoffs, and post-launch reviews are grounded in measurable outcomes.
- Use clear ROI frameworks to justify your roadmap investments and demonstrate platform value to senior stakeholders.
Stakeholder Management & Communication
- Communicate roadmap, status, and outcomes for your domain clearly and confidently to senior executives, including VP and SVP-level audiences.
- Proactively surface risks, tradeoffs, and mitigation plans before they become escalations.
- Build strong, trusted relationships across CEG business stakeholders, DT, and cross-functional partners.
- Navigate complex organizational dynamics with strategic judgment and composure, leading through influence rather than authority.
Product Craft Leadership
- Set the bar for product craft within the CSP team: discovery quality, written artifacts, decision frameworks, and execution discipline.
- Identify systemic gaps in process, tooling, or architecture across the CSP and drive cross-team improvements.
QualificationsRequired- 8+ years in Product Management, business systems, or enterprise technology, with demonstrated growth in scope and impact across roles.
- Proven track record owning and shipping product roadmaps for internal or customer-facing platforms in complex enterprise environments.
- Demonstrated ability to drive cross-functional execution in close partnership with engineering or DT teams.
- Track record of delivering results in high-pressure, high-stakes environments with competing priorities.
- Experience presenting strategy and program status to VP and C-level stakeholders with clarity and confidence.
- Exceptional organizational skills and meticulous attention to detail.
- Genuine passion for AI and experience applying or advocating for AI/automation in product strategy.
- Demonstrated ability to lead through influence without direct reports.
Preferred- Experience in a post-sales, customer success, or CS operations environment.
- Familiarity with ServiceNow's platform capabilities, particularly as applied to internal tooling or CS workflows.
- Experience with customer success platforms, CRM, or internal enablement tools.
- Background in experience design or a strong aesthetic sensibility for product UI/UX.
- Hands-on experience prototyping, building, or shipping AI/agentic features.
For positions in this location, we offer a base pay of
$126,800 - $221,900, 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 InformationWork PersonasWe 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.
