Role:We are seeking a highly motivated, creative, and experienced Senior Product Marketing Manager, Customer Success to join ServiceNow’s Product and Solutions marketing team with a focus on Customer Success. In this role, you will be responsible for crafting compelling messages and celebrating ServiceNow’s commitment to our customers enduring success across the end-to-end customer journey from pre to post sale.   
You will work closely with ServiceNow’s sales, services, customer success and marketing team’s on high-visibility endeavors, including launches, marketing acquisition and retention programs, events, seller enablement, and the presence on ServiceNow.com. You will become the go to market expert on our Customer Success Solutions, products and offers and ensure we tell a clear and unified story across all our marketing and sales channels. If you have a passion for crafting inspirational customer narratives, building clear messaging and breakthrough content while working closely with our customers to make them raving and loyal ServiceNow fans, then this role is for you!  
 
To be successful in this role, you must be experienced in enterprise B2B marketing, have excellent communication and messaging skills, and a strong understanding and interest in driving retention and building an enduring relationship ServiceNow customers. What you get to do in this role:  Positioning and Messaging - Develop a compelling narrative and value proposition for ServiceNow’s Customer Success Solution. Work to embed that message into our brand and company narrative as well as within industry, field and solutions content. Monitor messaging performance across end-to-end customer journey and identify opportunities for improvement.   Customer Marketing/Advocacy – Work with Success and Value teams to identify customer advocates, nurture ongoing relationships and hero customers across key marketing initiatives, content and channels to build communities of loyal and raving fans.  Partner with brand and customer evidence teams to build high quality content (website, customer stories, presentations, videos, etc.). Event Management– Unify Customer Success presence including all products and services into cohesive experience at key marketing events with differentiation, breakthrough content, customer and SME speakers and messaging support.   Enablement – Manage trainings for sales, success and marketing teams to ensure a consistent understanding of the comprehensive Customer Success Solution to enable new customer acquisition, retention and upsell and cross sell efforts.  Demand & Retention - Work with our internal demand gen teams to hone the strategy and marketing programs that drive demand with SN customer base.  Work with internal campaign teams to nurture customers to increase satisfaction and loyalty   Be proactive in recognizing where the business (sales and success) may need marketing support and the effective levers to pull from awareness to consideration/purchase to loyalty.   Integrated Sales & Marketing  - Liaison with sales, field and partner marketing to drive integration of customer success in local campaigns activities to support upsell and cross sell opportunities.Press and Analysts Relations- Work closely with Analyst and Press Relations teams to ensure effective thought leadership and ongoing relevance in the market.  
