Director, Americas Strategy, Customer Excellence Group

Summary

Join ServiceNow's Customer Success organization as a strategic leader to drive the vision, development, and execution of strategic initiatives within the Americas Market (AMS) region. You will collaborate with regional stakeholders, including sales, delivery, and operations teams, to identify and execute high-impact strategic initiatives that drive customer adoption, retention, and success. This role requires strong regional expertise, data-driven decision-making, and the ability to deliver clear, actionable plans. You will own the AMS Customer Success strategy, develop a regional roadmap, and prioritize strategic initiatives. The ideal candidate will have a proven track record of developing and executing regional strategies, experience partnering with cross-functional teams, and strong analytical and communication skills. This is an extraordinary opportunity to make a significant impact on customer success within a dynamic and growing organization.

Requirements

• Proven track record of developing and executing regional strategies to drive measurable business outcomes
• Experience partnering with sales, delivery, and operations teams to align on priorities and execute initiatives effectively
• Strong analytical skills with the ability to leverage data to inform decisions, measure success, and identify regional opportunities for improvement
• Exceptional communication and interpersonal skills, with the ability to influence stakeholders and drive collaboration across teams
• Demonstrated ability to manage complex initiatives and deliver results in a fast-paced, dynamic regional environment
• 10+ years of experience in strategy, professional services, consulting, or customer success, with a focus on regional or geographic roles
• Understanding of customer success metrics (e.g., adoption, retention, NRR) and their impact on business performance
• Undergraduate degree in Business, Computer Science, or a related field

Responsibilities

• Build and execute the Customer Success strategy for the AMS region. Identify priorities, align initiatives with regional goals, and deliver measurable outcomes to drive customer adoption, retention, and satisfaction
• Identify, prioritize, and drive initiatives specific to the AMS market, including customer adoption programs, delivery optimization efforts, and operational improvements that scale Customer Success outcomes
• Partner with AMS sales, delivery, and operations leaders to align on priorities, ensure seamless execution, and drive cross-functional initiatives that improve customer health and business performance
• Analyze regional performance metrics to identify opportunities for process improvements, scalability, and operational excellence. Develop governance models and reporting cadences to track progress and outcomes
• Leverage data to analyze business trends, identify regional challenges, and inform strategic decisions. Track success metrics and provide recommendations to drive continuous improvement
• Work closely with delivery teams to enhance the customer experience in the AMS region, leveraging feedback and CSAT data to identify areas for improvement and implement solutions that address regional needs
• Ensure that regional strategies and initiatives align with the broader global Customer Success goals while addressing the unique dynamics of the AMS market

Preferred Qualifications

• Experience driving Customer Success strategies in the AMS geography within a SaaS product company
• Familiarity with ServiceNow’s suite of products, platform, and Customer Success operations
• Experience working with sales teams to align on regional priorities and customer needs
• 4+ years of experience managing regional initiatives with measurable impact on adoption and retention
• MBA preferred

Benefits

• Flexible work
• Remote work
• Required-in-office work