Product Success Technical Director

About the Role

ServiceNow is seeking a Product Success Technical Director to join our global team. This is a strategic leadership position designed for an experienced technical professional who can drive customer success outcomes and bridge the gap between product innovation and customer implementation excellence.

As Product Success Technical Director, you will be responsible for developing and executing technical strategies that enhance customer value realization across our platform. This role combines deep technical expertise with business acumen, requiring you to partner with product management, customer success, and engineering teams to ensure our customers achieve their desired business outcomes.

Key Responsibilities

• Lead technical strategy initiatives that improve customer success metrics and product adoption rates
• Partner with product management teams to translate customer technical feedback into product roadmap priorities
• Develop and mentor a team of technical success professionals, fostering a culture of continuous improvement and technical excellence
• Create technical enablement programs and documentation to support customer implementation and ongoing product usage
• Work cross-functionally with engineering and support teams to identify and resolve technical barriers to customer success
• Analyze technical metrics, customer feedback, and usage patterns to identify opportunities for product and process improvements
• Establish technical best practices and frameworks for customer onboarding and adoption
• Collaborate with sales and customer success teams to develop technical solutions that address customer challenges
• Drive innovation in how ServiceNow customers implement and utilize our platform capabilities
• Represent technical customer success in executive forums and strategy discussions

Required Qualifications

• 10+ years of experience in technical roles, with a minimum of 5 years in a customer-facing or product-adjacent position
• Proven track record in technical leadership, team management, or strategic technical roles
• Deep understanding of enterprise software implementation, configuration, and customization
• Strong experience with cloud platforms, APIs, and modern development practices
• Excellent communication skills with ability to translate technical concepts for diverse audiences
• Experience working with large enterprise customers and understanding complex business requirements
• Demonstrated ability to influence cross-functional teams and drive adoption of new processes or technologies
• Bachelor's degree in Computer Science, Engineering, or related field (or equivalent professional experience)

Preferred Qualifications

• Experience with ServiceNow platform or similar enterprise workflow management systems
• Background in customer success, technical account management, or professional services
• Knowledge of software development methodologies (Agile, Waterfall, SAFe)
• Certifications in relevant technologies or customer success methodologies
• Experience managing global, distributed teams
• Understanding of ITIL, ITSM, or enterprise IT processes

Why Join ServiceNow

ServiceNow is a leader in enterprise cloud computing, and this role offers the opportunity to shape how customers succeed with our platform at scale. You'll work alongside talented technical and product professionals, contribute to strategic decisions that impact thousands of customers, and develop your leadership capabilities in a fast-growing organization.

This remote position provides flexibility while maintaining strong collaboration with team members globally. You'll have access to professional development resources, technical training, and opportunities to grow your career in a dynamic environment.

About ServiceNow

ServiceNow is a leading digital workflow company that makes work, workers, and workplaces flow across the enterprise. Our intelligent cloud-based platform streamlines critical business processes for customer, employee, and IT workflows, helping enterprises operate more efficiently and securely.

💰 Compensation not publicly listed. Market estimate for similar roles: from $200K, varying by experience and location.