Sr Staff Product Manager — AI & PLG

Servicenow•3h ago

United StatesOnsiteFull-timeSenior Level8+ yrs exp

H-1B verified · 143 LCAs

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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
any workflow— helping 85% of the Fortune 500® work smarter, faster
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.
About the role At ServiceNow, we're radically transforming IT Service Management with AI by delivering on our vision of Autonomous IT —enabling organizations to move from reactive operations to intelligent, proactive
autonomous service operations. We're now extending that vision by fundamentally changing how customers discover, adopt
expand ServiceNow's AI capabilities through a new AI-Native Product-Led Motion. We're looking for a Sr Staff Product Manager to define and scale this AI-Native Product-Led Motion across our AI-native ITSM portfolio . You'll own the customer journey from first AI interaction through activation, adoption, expansion
enterprise-scale value realization. Leveraging product telemetry, behavioral analytics, AI-powered insights
experimentation, you'll create product-led experiences that accelerate adoption, unlock new customer segments, expand our addressable market
drive measurable growth in customer lifetime value and revenue. This is a highly strategic role at the intersection of AI, product management, customer experience
go-to-market strategy. Your work will directly influence how millions of IT professionals experience ServiceNow's Autonomous IT vision while building the growth engine behind the next generation of AI-native ITSM products. You'll combine AI capabilities, product telemetry, usage intelligence, experimentation
customer-centric design to create exceptional product experiences that accelerate adoption and drive measurable business growth. Key responsibilities Define and execute the AI-Native Product-Led Motion strategy for AI-native ITSM capabilities, driving adoption, expansion
growth across existing customers and new markets. Own the AI customer journey from initial discovery and activation through adoption, expansion
enterprise-scale value realization. Partner with feature teams to ensure every new AI capability is designed with telemetry, discoverability, activation
expansion built in from day one. Build data-driven growth engines by defining product telemetry, usage intelligence, behavioral analytics, experimentation frameworks
AI-powered insights to understand customer behavior and optimize adoption. Design product-led experiences including onboarding, in-product guidance, recommendations, nudges
lifecycle engagement strategies that accelerate AI activation, time-to-value
feature adoption. Develop and scale Product Qualified Lead (PQL) models and product-to-sales engagement motions that connect customer usage signals to expansion opportunities and sales acceleration. Identify opportunities to expand ServiceNow's addressable market by leveraging customer insights, usage patterns
AI-powered experiences to unlock new segments, use cases
markets. Use experimentation and analytics to measure and improve key growth metrics including activation, adoption, conversion, retention, expansion, customer lifetime value
revenue impact. Influence product strategy and roadmap priorities through customer research, competitive insights, market analysis
product usage data. Lead cross-functional execution across Engineering, Product Management, Design, Data Science, Product Marketing, Sales
Customer Success to deliver measurable customer and business outcomes.
Required 8+ years of Product Management experience building and scaling enterprise SaaS, AI, workflow automation
platform products. Proven experience defining and executing Product-Led Motion, Product-Led Growth
Product-Led Sales strategies that drive customer adoption, expansion
revenue growth. Deep understanding of product telemetry, instrumentation, usage analytics, experimentation frameworks
customer journey optimization. Demonstrated ability to translate customer behavior and product usage insights into product strategy, roadmap priorities
measurable business outcomes. Experience designing activation journeys, onboarding experiences, in-product messaging, feature discovery
customer engagement strategies. Strong analytical skills with the ability to define KPIs, perform cohort analysis, evaluate funnels
use data to drive product decisions. Experience working with AI-powered products and understanding how AI capabilities create customer value and adoption challenges. Exceptional cross-functional leadership and communication skills, with the ability to influence Engineering, Marketing, Sales, Customer Success
executive stakeholders. Strong customer empathy and discovery skills with the ability to synthesize customer insights into compelling product experiences. Ability to thrive in ambiguous, fast-moving environments and build new capabilities from the ground up. Nice to have Experience with AI Agents, Agentic AI, Generative AI
intelligent workflow automation. Experience in IT Service Management (ITSM), IT Operations Management (ITOM), infrastructure software
enterprise workflow platforms. Experience building growth loops, self-service adoption models, Product Qualified Lead (PQL) frameworks
digital selling motions. Familiarity with product analytics and engagement platforms such as Pendo, Amplitude, Mixpanel
similar tools. Experience with AI-powered personalization, recommendation systems, intelligent workflows
usage-based expansion models. Experience with enterprise SaaS platforms such as ServiceNow or competitive IT management solutions. Why ServiceNow ServiceNow is at an inflection point. AI is reshaping enterprise technology and redefining how organizations discover, adopt
realize value from software. As we deliver on our Autonomous IT vision, we are building a new AI-Native Product-Led Motion that enables customers to experience the power of AI faster, more intuitively
at greater scale. As the Sr Staff Product Manager for AI-Native Product-Led Motion , you'll have the opportunity to define a new growth model for AI-native enterprise software. You'll design the telemetry, customer experiences, engagement strategies
product-led mechanisms that guide millions of IT professionals from their first AI interaction to enterprise-scale adoption. This is a unique opportunity to shape the future of ITSM, combine AI innovation with customer-centric product design, expand ServiceNow's addressable market
drive measurable impact on adoption, expansion
revenue growth for one of the world's leading enterprise technology platforms. For positions in this location, we offer a base pay of $190,900 - $334,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline
individual total compensation will vary based on factors such as qualifications, skill level, competencies
work location. We also offer 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. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote
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
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
are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com 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. From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.

Required skills

Product ManagementSaaSAIworkflow automationplatform productsproduct telemetryusage analyticsexperimentation frameworkscustomer journey optimizationdata analysis