Sr Staff Outbound Product Manager — AI & PLG

Company Description

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, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and 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.

Job Description

About the role

ServiceNow is pioneering a new go-to-market motion: product-led growth and product-led sales for IT Service Management. As a Sr Staff Product Manager on the ITSM Team, you will lead the strategy and execution of bringing breakthrough products to market using this innovative approach. You'll own the full product lifecycle from a go-to-market perspective—from concept through launch and adoption—leveraging AI-powered insights, product telemetry, and deep customer understanding to drive adoption and growth.

Working in close partnership with Inbound Product Management on product roadmap, engineering, and development, you will be the orchestrator of a new motion for ServiceNow. This is a high-impact, strategic individual contributor role where you will influence the future of how ServiceNow delivers IT solutions to customers and shape a new playbook for the company.

Key responsibilities

Own the end-to-end go-to-market strategy and execution for bringing new or reimagined products to market using product-led growth and product-led sales methodologies, from launch planning through scale.

Define the product positioning, value proposition, and launch narrative grounded in customer research, market analysis, and competitive insights; articulate a clear GTM vision that inspires cross-functional teams.

Leverage AI and product telemetry to uncover actionable customer insights that drive go-to-market decisions, adoption strategies, and expansion opportunities; use data to guide launch timing, feature prioritization for GTM, and sales enablement.

Collaborate closely with Product Marketing, Sales, Customer Success, and Finance to design and execute seamless product launches and customer acquisition programs that drive adoption and expansion.

Partner with Inbound Product Management for joint ownership of product roadmap strategy, ensuring GTM requirements inform product development priorities and release planning; align on feature readiness for go-to-market.

Work with Inbound Product Management and Engineering on joint ownership of product development strategy and technical feasibility; ensure product capabilities align with GTM go-to-market goals and customer adoption mechanics.

Develop go-to-market business cases, financial models, and success metrics that demonstrate product impact and guide investment decisions; track and report on GTM KPIs (adoption, engagement, expansion, revenue).

Act as the voice of the customer for go-to-market success internally; gather, synthesize, and communicate customer feedback and market insights to inform GTM strategy and organizational priorities.

Lead cross-functional go-to-market initiatives that span product marketing, sales enablement, support, and customer success; ensure organizational alignment around product launch goals, timelines, and GTM metrics.

Build and maintain deep customer relationships and insights that inform the GTM strategy; conduct discovery, gather feedback on product adoption barriers, and identify expansion opportunities.

Qualifications

Required

12+ years of product management experience in SaaS, with proven success launching and scaling products from concept to market adoption.

Deep expertise in product-led growth (PLG) and product-led sales (PLS) methodologies; demonstrated success designing and executing go-to-market strategies using these approaches.

Strong background in AI and product telemetry; ability to define, gather, and analyze customer behavior data and telemetry to drive product insights and GTM decision-making.

Experience in IT domain areas (ITSM, ITOM, infrastructure, operations, or adjacent IT solutions) or a track record of quickly mastering new domains.

Exceptional cross-functional leadership and communication skills; ability to influence Product Marketing, Sales, Engineering, Design, and Customer Success teams without direct authority.

Strategic thinking paired with hands-on execution; comfort owning products end-to-end from a GTM perspective, from launch strategy through execution and beyond.

Demonstrated ability to think big and drive innovation; experience bringing entirely new product ideas or go-to-market motions to market.

Strong analytical skills and comfort with data; ability to build financial models, define KPIs, and track product performance against goals.

Customer obsession and empathy; strong research and customer discovery skills; ability to synthesize customer feedback into actionable GTM insights.

Nice to have

Direct experience with ServiceNow or competitive IT platforms.

Background in expanding existing products into new markets or customer segments.

Experience working with AI/ML teams to integrate AI capabilities into products.

Familiarity with customer journey mapping, activation loops, and expansion mechanics in PLG/PLS models.

Experience collaborating with inbound/core product teams on joint roadmap and product development initiatives.

Experience in financial services, healthcare, manufacturing, or other regulated industries.

Why ServiceNow

ServiceNow is at the inflection point of a new era in how enterprises manage their IT operations and services. We're pioneering product-led approaches that fundamentally change how customers discover, adopt, and expand our platform. As a Senior Product Manager here, you'll have the opportunity to shape how millions of IT professionals work, influence the strategic direction of a major product portfolio, and build a playbook for product-led growth that will define ServiceNow's future.

This is a chance to make a tangible impact on the company's trajectory while delivering real value to customers navigating complex IT transformations.

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, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and 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.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or 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, or 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, or are unable to use this online application and need an alternative method to apply, please contact [email protected] 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.

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Employee Type: Regular

Region: AMS - North America and Canada

Work Persona: Flexible or Remote