Senior Director Area Vertical Lead Customer Engagement Group

• Own GRR and net retention as primary accountability metrics driving proactive risk management and expansion motions
• Build and scale high-touch and tech-touch CS coverage models tuned to customer segment and consumption behavior
• Establish executive-level relationships with strategic accounts serving as the escalation point and trusted advisor
• Drive software adoption programs that convert license entitlement into measurable business outcomes

• Oversee the delivery and commercial performance of professional services including services revenue and margin targets
• Build a services attach motion that accelerates time-to-value and deepens platform dependency
• Partner with pre-sales to position services offerings that accelerate deal velocity and reduce implementation risk
• Develop repeatable delivery frameworks and accelerators that support scale without proportional headcount growth

• Lead a high-performing support organization accountable for NPS and customer satisfaction across all support tiers
• Drive continuous improvement in case deflection resolution velocity and self-service adoption
• Ensure support capacity tooling and coverage models align with customer entitlement and segment expectations

• Own AI Consumption as a strategic KPI - partnering with Product and CS to design adoption journeys that drive measurable consumption growth
• Develop frameworks that translate AI capability into customer value narratives and expansion opportunities
• Partner with Sales leadership and Finance to align post-sales incentives with Net New ACV and consumption revenue targets
• Lead the CEG organization's transition to consumption-based success metrics and motion design

• 15+ years in post-sales leadership with at least 5 years managing multi-functional teams (CS PS and/or Support) at a SaaS or enterprise software company
• Demonstrated track record of owning GRR NPS and services revenue simultaneously - not just one function
• Experience navigating a transition from traditional SaaS to consumption or usage-based revenue models strongly preferred
• Proven ability to lead organizations of 50+ across geographically distributed teams
• Background working with AI/ML platform products or driving AI adoption programs a significant differentiator

• General manager mindset - you think in P&L terms not just headcount and customer health scores
• Builder of operating systems: you create frameworks forums and feedback loops that scale beyond your direct involvement
• Data-driven and commercially sharp - equally comfortable in a QBR with a strategic customer and a revenue review with your CFO
• Executive presence with the ability to influence peers in Sales Product and Finance without formal authority
• High accountability culture - you set bold targets hold the team to them and create an environment where performance is celebrated and gaps are addressed directly

• You have built or redesigned a post-sales organization - not just inherited and maintained one
• You can speak fluently to AI business outcomes not just AI product features
• You have personally led through a commercial model transition and know what breaks when the incentive structure changes
• You have a point of view on the future of post-sales and can articulate it compellingly to a board a customer and a frontline team

• Relevant Bachelor's degree MBA or advanced work experience is acceptable.

What We Do

As the AI platform for business transformation we're putting AI to work across organizations — freeing people for work that matters. Making old tech work with new tech. Reaching across departments from the front office to the back office and every office in between. Our ambition? To become the AI defining enterprise software company of the 21st century (or "AI DESCO21C" as we like to call it). With more than 8400+ customers we serve approximately 90% of the Fortune 500® and we're proud to be a Fortune 100 Best Companies to Work For® and World's Most Admired Companies™.Explore your future career with us visit www.careers.servicenow.comFrom Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.

Why Work With Us

By joining ServiceNow you are part of an ambitious team of change-makers who have a restless curiosity and a drive for ingenuity. We're committed to helping our people do their best work and live their best lives so we can fulfill our purpose together. At the fastest-growing enterprise software company you can grow your career faster.

Gallery