Senior Product Success Manager | ServiceNow

Job Link :

Job Title: Product Success Manager - AICT

Location – EMEA / UK 

Description 

ServiceNow is the industry-leading platform for enterprise AI governance and digital transformation. Our AI Control Tower (AICT) solution enables organizations to achieve responsible AI adoption at scale—managing AI inventory, assessing risks, ensuring regulatory compliance, and driving operational excellence. 

To sustain our explosive growth in the AI governance space, we are looking for customer-focused professionals who are passionate about helping enterprises navigate the rapidly evolving AI landscape. We seek talented individuals who thrive at the intersection of technology, regulatory compliance, and customer success. 

The Product Excellence (PEx) team leverages deep product expertise to solve implementation and adoption challenges for customers. We collaborate with product and cross-functional teams, sharing customer insights to drive innovation, scale, and product improvements. 

We are seeking a Product Excellence Manager who will drive customer adoption and success through strategic engagement, workshops, and enablement—serving as the trusted advisor who translates AI governance requirements into successful AICT implementations. 

People who are more interested in how things could become. Accelerate your career and succeed in an environment where you can make an impact daily. We invite you to join in to stand out.

What you get to do in this role: 

Customer Engagement & Adoption

Guide customers through AI governance implementations, including AI inventory management, risk assessments, compliance workflows, and control attestations. 

Support customer engagements focused on EU AI Act compliance, responsible AI practices, and enterprise AI governance frameworks. 

Build trusted customer relationships by coupling AI governance expertise with consultative customer engagement. 

Product Feedback & Collaboration

Act as the voice of our customers, synthesizing AI governance needs and product feedback for product management teams. 

Collaborate with various teams on escalated issues, translating customer impact and business context to inform prioritization. 

Contribute to product roadmap discussions by identifying adoption barriers and feature enhancement opportunities. 

Scale & New Product Introduction (NPI)

Support NPI launches by driving customer readiness, coordinating early adoption programs, and gathering launch feedback. 

Create scalable enablement assets including adoption playbooks, configuration guides, best practice documentation, and customer success stories. 

Mentor field resources and implementation partners on AI governance best practices and AICT implementation methodologies. 

Support configuration of AICT applications, workflows, and portals to meet customer-specific requirements (with Architect support for complex scenarios). 

Required Qualifications

Experience and Background

over 7 years of experience in a B2B client facing role (Customer Success, Business Analyst, Professional Services, or Solution Consulting) 

Demonstrated success driving customer adoption and satisfaction for enterprise software solutions

ServiceNow platform (CMDB, discovery, IT Service maps, dependency map, APIs integrations) experience ideal. 

 GRC domain SME is an added advantage.

Domain Knowledge

Strong understanding of AI governance concepts, responsible AI frameworks, or regulatory compliance. EU AI Act, NIST AI RMF, or ISO 42001 experience is highly desirable. 

Familiarity with enterprise AI ML platforms (Azure AI, AWS SageMaker, Google Vertex AI) and how organizations deploy AI at scale

Consulting Communication Skills

Excellent communication skills (written and verbal) with strong presentation and facilitation abilities

Demonstrated ability to influence and consult while providing thought leadership on AI risk management and compliance strategies

Solid experience in requirements gathering, workshop facilitation, and creating process documentation

A deep sense of empathy for the customer and genuine passion for helping them succeed

Strong interpersonal skills, customer centric attitude, and ability to work across diverse global teams

Key Responsibilities

• Drive adoption and optimization of ServiceNow platform
• Guide customers through implementation and utilization
• Act as a trusted advisor for clients
• Collaborate with product development, sales, and support
• Identify opportunities for improvement using data
• Advocate for enhancements based on customer feedback
• Enhance customer satisfaction and loyalty
• Shape user experience for diverse clients
• Influence product development and customer success strategies
• Spearhead initiatives for client success

Requirements

Qualifications

• Proven track record in customer engagement
• Strategic mindset with hands-on problem-solving
• Experience in a technology-focused role
• Strong interpersonal skills
• Ability to work in a collaborative environment
• Experience in driving customer satisfaction
• Relevant certifications in product management
• Bachelor's degree in a related field

Benefits

• Work From Home
• Training & Development