Senior Manager, Customer Marketing Adoption

Summary

Join ServiceNow's Customer Excellence Marketing team as a Customer Marketing Manager! With 10+ years of experience in customer success and marketing, you will design post-purchase content strategies, co-design customer journeys, and leverage data insights to create targeted marketing initiatives. You will lead customer journey mapping, collaborate with field marketing and community teams, and drive cross-team execution. Based in Santa Clara, CA, San Diego, CA, or Seattle, WA (with at least 2 days per week in the office), remote candidates are also considered. This role requires expertise in email marketing, event management, and data analytics, along with strong communication and collaboration skills. ServiceNow offers a competitive salary, equity, benefits, and a flexible work environment.

Requirements

• Bachelor’s degree in Data Analytics, Marketing, Communications, Business, or a related field
• 10+ years of experience in data-driven customer marketing, with a focus on email marketing nurtures, social and paid media tactics, event management, and digital marketing activities post-purchase
• Expertise in email marketing platforms (e.g., Marketo, Marketing Cloud), analytics tools (e.g., Tableau), and CRMs like Dynamics and Sales Cloud. AI capabilities are a plus
• Strong project management skills, with the ability to manage multiple initiatives simultaneously
• Excellent written and verbal communication skills, with a creative approach to content development
• Ability to work collaboratively across teams and adapt to a fast-paced environment

Responsibilities

• Partner with the Business Units to design the deployment and adoption journeys for a solution/product
• Co-design, for a particular solution/BU, email nurture programs, paid media, or social campaigns that guide customers through their journey, ensuring relevant content and timely communication to enhance engagement and conversion rates
• Partner with Enterprise Field Marketing teams to plan and execute regional events (e.g., SNUGS, World Forums, etc) aimed at driving customer adoption of our products and services. Collaborate with cross-functional teams to develop event content, logistics, and follow-up strategies
• Utilize data analytics and customer feedback to inform marketing strategies, tailoring messaging, segmentation, and campaign tactics/CTAs to meet the unique needs of different customer segments. Capture and promote customer stories that highlight successful deployments
• Coordinate the development of compelling content for deployment, adoption, and customer success stories that resonate with our target audience and align with our brand voice
• Work closely with sales, product, and customer success teams to ensure alignment on messaging and objectives for customer marketing initiatives
• Monitor and report on the performance of email campaigns and events, providing insights and recommendations for continuous improvement

Preferred Qualifications

• Solid experience in customer success planning & strategy, events management, digital email nurtures and impeccable stakeholder management
• Passionate marketer, both a thinker and a doer

Benefits

• Base pay of $152,700 - $267,300, plus equity (when applicable), variable/incentive compensation and benefits
• Health plans, including flexible spending accounts
• A 401(k) Plan with company match
• ESPP
• Matching donations
• A flexible time away plan and family leave programs