Director, Business Transformation & Strategy, Customer Success

Summary

Join ServiceNow as a leader in Customer Success Strategy & Transformation! This hybrid role blends strategic planning and execution, working closely with the Senior Director to define the vision and drive high-priority initiatives. You will collaborate with various teams (business, finance, operations, support, product) to ensure effective strategy activation and adoption. Responsibilities include shaping Customer Success initiatives, supporting transformation delivery, ensuring cross-functional alignment, leveraging data for decision support, creating executive-ready materials, fostering stakeholder readiness, participating in governance, focusing on customer journey, and supporting change and adoption. This role requires a unique blend of strategic thinking, collaboration, and execution, turning ideas into measurable outcomes. The ideal candidate will have a strong background in strategy, transformation, or customer success within a global organization.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry
• A track record of developing and executing business strategies that drive measurable outcomes
• Experience leading cross-functional transformation initiatives with structured planning and delivery
• Strong analytical skills; able to leverage data to prioritize, measure, and adapt
• A collaborative working style with excellent communication and influence skills across levels and functions
• Proven ability to simplify complexity, connect dots, and operate at both strategic and execution levels
• 10+ years of experience in strategy, transformation, consulting, or customer success within a global organization
• Strong understanding of customer success metrics (e.g., adoption, retention, NRR) and post-sale operations
• Bachelor's degree in Business, Computer Science, or a related field

Responsibilities

• Initiative Strategy & Framing: Shape high-priority Customer Success initiatives by defining problem statements, strategies, desired outcomes, value logic, and success metrics in partnership with cross-functional teams
• Transformation Delivery Support: Drive progress across key initiatives by supporting execution plans, facilitating working sessions, surfacing risks, and helping teams stay aligned and accountable
• Cross-Functional Alignment: Ensure initiatives are connected to the broader Customer Success and enterprise context by coordinating with stakeholders across Product, Ops, Support, Finance, and Enablement
• Insights-Driven Decision Support: Leverage data to validate assumptions, inform initiative direction, and track impact through measurable KPIs
• Initiative Communications & Deliverables: Build executive-ready materials, including initiative updates, business cases, decision frameworks, and success reporting
• Stakeholder & Change Readiness: Partner with change and enablement teams to ensure initiatives are communicated effectively, adopted by the business, and embedded into operating models
• Governance Participation: Represent initiatives in key governance forums by preparing inputs, tracking status, and coordinating across dependencies or escalation points
• Customer Journey & Experience Focus: Use insights from customer feedback, CSAT, and adoption trends to inform strategy and transformation priorities. Shape initiatives that improve the end-to-end customer experience
• Change & Adoption Support: Coordinate with change and enablement leads to ensure initiatives are communicated, adopted, and sustained across global teams

Preferred Qualifications

• Experience driving strategy and transformation in a SaaS product company
• Understanding of ServiceNow’s products, platform, and Customer Success operations
• Familiarity with transformation frameworks, initiative governance, and agile planning
• MBA or similar advanced degree