Company 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
At ServiceNow, customer adoption drives renewal success, revenue retention, and satisfaction. As a Business Operations Manager, you will partner closely with these Leaders to drive customer adoption initiatives, mitigate downsell risk, and improve Net Promoter Scores across our fastest-growing customer segments. You'll leverage AI-powered tools and insights to scale operations, automate workflows, and drive data-driven decision-making.
What you get to do in this role:
Adoption Strategy & Execution
- Partner with Major Area Leaders to develop, manage, and track customer adoption plans across their portfolios
- Leverage AI-powered analytics and predictive modeling to identify at-risk customers and proactively drive intervention strategies to improve health scores
- Ensure we have all necessary adoption information via our scorecards and dashboards that provide real-time visibility into customer engagement, product usage, and value realization
- Drive cross-functional collaboration with Customer Success, Sales, and Product teams to ensure adoption initiatives are supported and executed
- Build strategies to drive a sales motion to ensure customers have the right level of Customer Success for post sales coverage
- Support headcount management and capacity planning, including ratio analysis, coverage modeling, and resource allocation to ensure optimal customer support
Performance Monitoring & Risk Mitigation
- Monitor GRR trends, product adoption metrics, and customer health indicators using AI-driven insights to identify downsell risks and expansion opportunities
- Monitor progress of "get-well" plans for customers with Adoption challenges in partnership with CSMs and Account Executives
- Track and report on NPS trends, using AI tools to identify root causes of detractor feedback and partnering with teams to drive year-over-year improvements
- Create regular performance insights and recommendations for Major Area Leaders to inform strategic decisions, automating reporting where possible
Operational Excellence & Governance
- Establish consistent cadences for adoption reviews, customer health check-ins, and performance tracking across Major Areas
- Develop standardized templates, playbooks, and AI-powered workflows to scale adoption efforts across the Major Area
- Organize and facilitate planning sessions to align teams on adoption priorities, goals, and execution plans
- Ensure accountability and follow-through on adoption initiatives through structured tracking and regular progress reviews, leveraging automation to reduce manual effort
Communications & Stakeholder Enablement
- Prepare executive-ready materials for QBRs, business reviews, and strategic planning sessions, using AI tools to enhance data visualization and storytelling
- Translate complex data into clear, actionable insights that drive stakeholder alignment
- Support internal communications to reinforce adoption priorities and celebrate customer success wins
- Foster a culture of customer-centricity, continuous improvement, and AI-enabled innovation across the teams you support