Senior Director, Area Vertical Lead Customer Engagement Group job opportunity at ServiceNow.

Home Jobs In United States Of America Tag: Area Vertical Lead Customer Engagement Group Senior Director, Area Vertical Lead Customer Engagement Group position at ServiceNow


Date2026-04-15T03:38:01.330Z bot
ServiceNow Senior Director, Area Vertical Lead Customer Engagement Group
Experience: General
Pattern: Full-time
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Area Vertical Lead Customer Engagement Group

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loacation Twelve01West 176 North Racine Ave Suite 500, Chicago, ILLINOIS, United States Of America
loacation Twelve01West 1..........United States Of America
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Job DescriptionWe are seeking a transformational Senior Director to serve as the general manager of our post-sales organization across the Americas. This is a rare opportunity to own the full customer lifecycle from implementation through expansion — leading a unified organization spanning Customer Success, Professional Services, and Support Services for a rapidly growing SW/AI company.This leader will be the single accountable executive for customer outcomes, services growth, and AI adoption at scale. You will operate with significant autonomy and influence, partnering closely with Sales, Product, and the Global COO to shape how our customers realize value and how we evolve our business model.What You'll Own:Customer SuccessOwn GRR and net retention as primary accountability metrics, driving proactive risk management and expansion motionsBuild and scale high-touch and tech-touch CS coverage models tuned to customer segment and consumption behaviorEstablish executive-level relationships with strategic accounts, serving as the escalation point and trusted advisorDrive software adoption programs that convert license entitlement into measurable business outcomesProfessional ServicesOversee the delivery and commercial performance of professional services, including services revenue and margin targetsBuild a services attach motion that accelerates time-to-value and deepens platform dependencyPartner with pre-sales to position services offerings that accelerate deal velocity and reduce implementation riskDevelop repeatable delivery frameworks and accelerators that support scale without proportional headcount growthSupport ServicesLead a high-performing support organization accountable for NPS and customer satisfaction across all support tiersDrive continuous improvement in case deflection, resolution velocity, and self-service adoptionEnsure support capacity, tooling, and coverage models align with customer entitlement and segment expectationsAI Consumption & Commercial ModelOwn AI Consumption as a strategic KPI — partnering with Product and CS to design adoption journeys that drive measurable consumption growthDevelop frameworks that translate AI capability into customer value narratives and expansion opportunitiesPartner with Sales leadership and Finance to align post-sales incentives with Net New ACV and consumption revenue targetsLead the CEG organization's transition to consumption-based success metrics and motion design 

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