Director, Customer Outcomes Go To Market

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 — Service Now 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.

We’re in growth mode across the Americas region—and looking for a seasoned, strategic, and high‑impact Services Sales Leader to drive our Professional and Strategic Services business. This role comes with a clear booking and revenue target and will be a key force behind expanding Service Now’s footprint through business transformational, value‑led services engagements all configured on the Service Now AI Platform.

You will not only lead a high‑performing team but also serve as a strategic pillar of our Customer Excellence Group (CEG) organization—working across functions to influence customer adoption, retention, and value realization. This role is central to our mission: to make Service Now the best buying decision our customers have ever made.

This role isn’t just about growth—it's about AI and Business transformation. You’ll be responsible for driving large, complex, and transformational service‑led deals with some of the most strategic customers across the region, while also coaching and developing your team to build those same capabilities.

What you get to do in this role:

• Own the Commercial sales strategy for Services (Professional services and Customer Success), aligning with all Field Sales, Partners, and Marketing to deliver a seamless “land‑and‑expand” motion
• Develop and close business and technology lead
  transformational, end to end services deals that elevate the customer relationship and accelerate business value realization
• Coach and mentor your team to identify, shape, scoping and close complex service engagements
  , building long‑term capability across the region
• Own and deliver against a defined Services booking and revenue target across the Commercial business
• Drive consistent forecasting, pipeline growth, and operational discipline to support predictable bookings, margin and revenue and well as qualify opportunities and scoping.
• Recruit, develop, and lead a high‑performing GTM team with a focus on coaching, development, and quota & participation performance
• Partner with field teams on opportunity qualification, pipeline health, territory planning, and account strategies
• Build deep, trusted relationships with customer C‑suite and internal stakeholders across functions
• Collaborate closely with Services Sales Pre‑Sales, Services Delivery, Product Management, Customer Success, and Field Sales
• Ensure that AI is used productively by your team members, and drive greater customer outcomes using AI and AI agents

What Success Looks Like

• Exceeded Services‑led bookings and revenue across the Commercial Area
• Closed high‑value transformational deals that materially impact customer strategy and platform adoption
• Develop a high‑performing Services Sales team with repeatable plays for value‑based selling
• Aligned regional efforts to CEG’s broader KPIs, influencing outcomes well beyond services sales, such as NPS, Gross Retention and Net New Licenses Sales
• Strengthened cross‑functional relationships across Field, Services Delivery, and Customer Success
• Services selling experience in a quota carrying role or equivalent
• Leadership role in services sales or equivalent
• Usage of AI in daily role, and understanding of how AI and AI agents drive outcomes for our customers

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 Service Now employees depending on the nature of their work and their assigned work location. Learn more here. To determine…