Senior Manager, Customer Marketing Management

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

This is one of the most senior individual contributor role in Customer Marketing. You navigate the highest-stakes customer relationships and the stories that come from them, without managing a team. Your influence comes from the quality of your work, your judgment, and your ability to earn trust with customers, account teams, and senior stakeholders alike.

You operate independently. When you take on a story, it gets done well, on time, and without someone checking your work. You support the ICs in region to ensure the quality of storytelling supports the EMEA region and the Elite Global Marketing standards.

• Own the storytelling pipeline for EMEA accounts in your region in alignment with ICs in region. Manage the resources to drive assets through review and delivery with a focus on a positive customer experience.
• Serve as the regional point of contact for account teams, field marketing, key marketing stakeholders and customer contacts. Build relationships that hold up over multiple story cycles and ensure our customer stories are green-threaded in strategic events
• Informally mentor IC2-IC4s on craft, including how to run a great interview, shape a narrative, and navigate approvals without losing momentum.
• Set the quality bar for the region. Review and sharpen work before it ships. Know what a strong story looks like and hold that standard without needing a checklist.
• Identify coverage gaps before they become problems. Flag what's missing and build the plan to close it.
• Key decision maker in how we tell the story across formats: written case studies, video narratives, exec proof points, keynote spotlights, and press-ready quotes. Navigate ambiguity between regional and corporate priorities. 
• Navigate complex approval cycles with large enterprise customers without losing the story or the relationship.

Qualifications

• 8+ years in customer marketing, customer advocacy, or a closely related field within enterprise software or SaaS.
• A portfolio of customer stories that demonstrates range, quality, and the ability to find the real narrative.
• Deep experience managing enterprise customer relationships through multi-story, multi-format advocacy programs.
• Strong editorial instincts and the confidence to act on them.
• Comfort operating independently across complex, cross-functional environments.
• A track record of influencing senior stakeholders without formal authority.
• Genuine curiosity about AI and how it changes business operations.

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, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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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