Sr Manager, Product Marketing - CRM

Company Description 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, Service Now is the AI control tower for business reinvention.

Our Service Now 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.

Join us to put AI to work for people.

Job Description What You'll Do This role is on Service CRM team with responsibilities including: GTM Activation Partner with Sales, Demand Gen, and Field Marketing to make sure messaging actually travels — not just to decks, but to deals Build launch plans and run them. Own the milestones, drive the cross-functional coordination, close out the execution Identify gaps in how the field positions Service CRM and build the content and programs to close them Sales Enablement Create the tools sellers use every day — pitch decks, talk tracks, battle cards, discovery frameworks, competitive objection handlers Run enablement sessions that actually stick — live training, recorded content, whatever format gets adoption Work closely with sales leadership and frontline reps to understand what's working in market and what's not Competitive Intelligence Know how Service Now stacks up against the competition and the broader field across customer service and field service — and build content that arms sellers to win Track market moves, synthesize what matters, and get it in front of the right people quickly Content & Programs Build assets across the full funnel — thought leadership, event programs, customer stories, analyst materials Prioritize ruthlessly.

You'll have a lot on your plate; knowing what to say no to is as important as knowing what to build Messaging & Positioning Build the narrative for how Service Now wins— from value proposition to competitive frame to category definition Translate product capabilities into customer-facing messaging that lands with customer service and CX leaders, field service and operations executives, and the sellers who take it to market Keep the message current as the product and competitive landscape evolve — this isn't a set-it-and-forget-it job Qualifications What We're Looking For We're not requiring a traditional product marketing background.

We care far more about what you've shipped and activated than what your title has been. Strong candidates likely come from one or more of these backgrounds:
Product marketing, solutions marketing, or competitive intelligence Sales enablement or revenue enablement leadership Demand generation or field marketing with a strong message ownership component GTM strategy or go-to-market leadership in a B2B SaaS environment Regardless of background, here's what we need to see:

You've owned a GTM motion end-to-end — not contributed to one, owned one. You know what it took to get it across the line. You've built things sellers actually use. If your battle card lives in a drawer, that's a problem. You work well with sales. Not adjacent to sales — with them. You understand how deals get made. You're comfortable with ambiguity and operate without a fully paved road.

You have strong opinions and the judgment to know when to hold them and when to let go. CRM, customer service, field service, or enterprise SaaS domain knowledge is a plus — but raw reps in the market matter more than category fluency. Experience & Qualifications 6+ years of experience in product marketing,…