Job Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

Summary:

We are seeking a highly strategic and results-driven Red Account Geo (AMS) Leader, managing Downsell Mitigation and Customer Retention across AMS.

Initially focused on our current efforts in reducing churn and downsell across the full ServiceNow product portfolio, this role will evolve over time to span across the whole customer journey and management of any Red Account flags triggered at any point in the customer lifecycle. 

This role is critical in maintaining and enhancing our customer base, ensuring that our customers continue to see value in our solutions, and optimizing our revenue streams.

The ideal candidate will have a deep understanding of SaaS business models, a passion for customer success, and the ability to lead and influence cross-functional teams to achieve measurable outcomes. Leading by influence in a matrix organization, as well as a strong board room and executive presence are great contributions to bring to the role. 

Key (immediate) Responsibilities: 

1. Downsell Mitigation Strategy: 

• Develop and implement a comprehensive strategy to identify, predict, and mitigate downsell risks across the customer base. 
• Collaborate with the Field Sales, CEG and Product teams to create and execute tailored retention initiatives. 

2. Customer Retention and Success: 

• Feed into customer engagement strategies that reinforce product value, increase usage, and ensure long-term customer satisfaction. 
• Oversee the development and deployment of customer health scorecards and predictive analytics to proactively address potential downsell risks. 

3. Revenue Optimization: 

• Work closely with the finance and sales teams to analyze revenue impact from downsells and churn and develop tactics to optimize and retain revenue. 
• Influence the development of upsell and cross-sell strategies to offset potential downsells. 

4. Cross-Functional Leadership: 

• Lead a virtual cross-functional team focused on customer retention, renewal, and upsell efforts, ensuring alignment with overall company objectives leading by example, by influence and leading from the front working directly with the account teams and our customers. 
• Collaborate with Product Management to ensure the roadmap aligns with customer needs and addresses common pain points leading to downsell. 

5. Customer Insights and Feedback: 

• Establish feedback loops with key accounts to understand their challenges, inform product improvements, and reduce the risk of downsell. 
• Present regular reports to the executive team on downsell trends, root causes, and mitigation strategies. 

6. Stakeholder Communication: 

• Serve as the executive sponsor for key accounts at risk of downsell, working directly with customers to address concerns and reaffirm value. 
• Communicate regularly with the leadership team on the status of retention initiatives and customer health. 

Qualifications

To be successful in this role you have:

• 15+ years of experience in customer success, account management, or related roles within the industry. 
• Proven track record in reducing churn and mitigating downsell in a high-growth SaaS environment. 
• Strong leadership skills with experience managing cross-functional teams and driving strategic initiatives. 
• Excellent communication and interpersonal skills, with the ability to build relationships at all levels of an organization. 
• Analytical mindset with experience using data to drive decision-making and strategy development. 
• Bachelor’s degree in Business, Marketing, or a related field; MBA or other advanced degree preferred. 

JV20

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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.  Learn more here .

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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 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. 

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