Job Description
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
Director, Services Sales
Services Sales Leader – US Commercial Segment
Americas Geo | Customer Excellence Group
The Opportunity
ServiceNow’s Customer Excellence Group is in growth mode across the Americas, and we’re looking for a strategic, high-impact Services Sales Leader to drive our Customer Success and Expert Services business within the US Commercial segment. This role carries a defined booking and revenue target and sits at the center of our mission: to make ServiceNow the best buying decision our customers have ever made.
This is not a maintenance role. You’ll lead a high-performing team to originate and close large, complex, transformational service-led deals—all configured on the ServiceNow AI Platform. You’ll partner across Field Sales, Partners, Delivery, and Marketing to create a seamless land-and-expand motion that accelerates customer value realization and deepens platform adoption.
As a strategic pillar of the CEG organization, you’ll influence outcomes well beyond services sales—shaping customer adoption, retention, NPS, gross retention, and net new license growth.
What You’ll Do
Strategy & Execution
• Own the end-to-end sales strategy for Professional Services and Customer Success, aligning with Field Sales, Partners, Delivery, and Marketing to drive a unified land-and-expand motion.
• Develop, shape, and close business-led and technology-led transformational services engagements that elevate the customer relationship and accelerate value realization.
• Drive consistent forecasting, pipeline growth, and operational discipline to deliver predictable bookings, margin, and revenue.
• Partner with field teams on opportunity qualification, pipeline health, territory planning, and account strategies.
Team Leadership
• Recruit, develop, and lead a high-performing GTM team with a relentless focus on coaching, capability building, and quota performance.
• Coach and mentor your team to identify, shape, scope, and close complex service engagements, building durable selling capability across the region.
• Foster a culture of accountability, collaboration, and continuous improvement.
Cross-Functional Impact & AI Leadership
• Build deep, trusted relationships with customer C-suite executives and internal stakeholders across Services Delivery, Pre-Sales, Product Management, Customer Success, and Field Sales.
• Collaborate across functions to influence customer adoption, retention, and value realization at scale.
• Champion the productive use of AI across your team and in customer engagements—driving greater outcomes through AI and AI agents on the ServiceNow platform.
What We’re Looking For
Required Experience
• Proven services sales leadership experience in a quota-carrying or equivalent role, with a consistent track record of exceeding booking and revenue targets.
• Demonstrated success closing high-value, transformational deals that materially impact customer strategy and platform adoption.
• Experience building and leading high-performing Services Sales teams with repeatable, value-based selling motions.
• Strong understanding of and ability to successfully engage Commercial-segment customers.
• Track record of cross-functional partnership across Field Sales, Services Delivery, and Customer Success organizations.
Qualifications
• Experience aligning regional services efforts to broader organizational KPIs such as NPS, Gross Retention, and Net New License Sales.
• Active use of AI in daily workflows, with a working understanding of how AI and AI agents drive customer outcomes.
• Experience working within or alongside a Customer Excellence or Customer Success organization in a SaaS environment.
You’ll Know You’re Succeeding When…
You’re consistently exceeding your booking and revenue targets while building a team that can do the same, yielding more year over year. Your deals are transformational—not transactional—and customers view ServiceNow as a strategic partner, not just a vendor. Cross-functional leaders across Field Sales, Delivery, and Customer Success actively seek your team’s involvement early in the account strategy. Your team is leveraging AI to drive better outcomes for customers and operating with the discipline, energy, and urgency that growth demands.
Why ServiceNow
ServiceNow is one of the fastest-growing enterprise platforms in the world, and the Customer Excellence Group is at the forefront of how we deliver and scale value for our customers. This is a career-defining opportunity to lead at the intersection of services strategy, AI-driven transformation, and customer impact—backed by a company and a platform that are winning
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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