The Sr Staff Product Manager drives strategic alignment across ServiceNow's product portfolio by partnering directly with customers, synthesizing insights into product and packaging strategy, and influencing roadmap and pricing decisions across independent product organizations.

You bridge customer insights, technical product management, and commercial strategy—connecting customer success teams, BU product organizations, Pricing Strategy, and platform engineering. The focus: understand adoption blockers, translate them into product direction and pricing/packaging decisions, and ensure customer feedback shapes AI adoption.

What You’ll Own:

Pricing Strategy & Packaging

Partner with Pricing Strategy and BU product organizations to shape AI pricing, packaging, and positioning through customer research and cross-BU alignment.

• Influence packaging strategy by translating customer insights into recommendations and go-to-market positioning 
• Drive cross-BU alignment on how AI Platform products bundle within the broader portfolio—identifying opportunities for bundling, upsell, and consumption-based model innovation 
• Stress-test packaging models against customer feedback, adoption barriers, and competitive dynamics to ensure pricing decisions don't inhibit adoption 
• Create customer narratives that justify commercial model choices and support pricing/packaging decisions 

Voice of the Customer

Be the voice-of-customer for AI Platform products, translating adoption barriers and feedback into platform roadmap and strategy.

• Establish structured customer feedback loops with account teams, CSMs, and advisory boards to surface adoption blockers, and feature gaps across AI Control Tower, Workflow Data Fabric, Action Fabric and more 
• Conduct customer research on product strategies, packaging models, and platform simplification—translating pain points into product requirements and roadmap  
• Synthesize insights into market narratives that inform product direction, and go-to-market positioning 
• Drive adoption by unblocking tactical product issues with CSMs and positioning the AI Platform as the strategic choice for enterprise AI governance 
• Measure impact as features and pricing changes ship—gathering feedback to validate assumptions and inform iteration 

Qualifications

Required

• 12+ years of product/program management in technically complex environments; 5+ years driving customer-centric product strategy at enterprise SaaS / platform level 
• Deep customer engagement expertise—proven track record conducting research, managing advisory programs, and synthesizing insights into product strategy and go-to-market positioning 
• Technical fluency in AI/ML—ability to understand AI capabilities, infrastructure requirements, and platform architecture without heavy SME support 
• Pricing and packaging strategy experience—familiarity with SaaS packaging models, consumption-based pricing, bundling, and commercial model impact on adoption 
• Demonstrated ability to drive alignment without authority—influencing across independent teams with competing priorities and misaligned incentives 
• Strategic communication—ability to translate technical complexity and customer needs into compelling narratives for executives and stakeholders 
• Cross-functional program coordination—managing dependencies and delivery across organizations with independent release cycles 
• Track record of driving adoption and usage growth—measurable impact on adoption metrics, expansion, or consumption 

Preferred

• AI/ML product strategy or adoption experience—working with enterprise customers on AI adoption, governance and operationalization 
• Platform or ecosystem product management—managing products requiring cross-org influence 
• Consumption-based business models—understanding metering, usage aggregation, and consumption-based pricing 
• SaaS pricing strategy and commercial model innovation with demonstrated packaging decision impact 
• Voice of the customer, Customer advisory boards or structured customer research programs 
• B2B enterprise software background, particularly platform or infrastructure-heavy contexts 

Why This Role matters

This role centralizes customer voice across distributed product organizations and uses it to shape both product direction and commercial strategy. As a Product Manager within Central Product Management, you have a unique opportunity to drive cross-portfolio product strategy, pricing, packaging, and customer adoption initiatives that align multiple business units around a unified customer experience. You can serve as the bridge between customers, product teams, platform teams, engineering, GTM, and commercial functions, translating customer needs and market insights into scalable platform strategies that accelerate adoption, revenue growth, and business outcomes for ServiceNow.

FD21

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 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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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.

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