Sales Director, CRM Commercial Sales

• Region: EMEA - Europe, Middle East and Africa
• Work Persona:
  Flexible

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.

The Director, CRM Sales – EMEA Commercial will be responsible for leading the growth of Service Now's CRM business across the EMEA Commercial market.

This is an opportunity for an experienced SaaS sales leader to build, lead and develop a team of CRM Account Executives, driving new customer acquisition, expanding existing relationships and delivering revenue growth.

The ideal candidate will bring strong CRM industry knowledge, commercial acumen and a proven track record in sales leadership. We're looking for a hands-on leader who enjoys developing people, driving sales performance and championing value-based selling, working closely with customers and Line of Business decision-makers to deliver measurable business outcomes.

What you get to do in this role

• Lead and develop a high-performing team of CRM Account Executives across the EMEA Commercial market
• Own and execute the CRM sales strategy for EMEA Commercial, driving new customer acquisition, revenue growth and consistent quota attainment.
• Develop and execute territory and account plans, building scalable and repeatable sales motions to drive pipeline generation, improve sales productivity and maximise market coverage.
• Coach CRM Account Executives on customer discovery, value-based selling, executive engagement and deal execution, providing hands‑on support for strategic opportunities.
• Establish relationships with senior Line of Business decision‑makers across Customer Service, Contact Centre, Field Operations, Sales and Revenue Operations, positioning Service Now as a strategic CRM partner.
• Actively support customer engagements, deal strategy and negotiations, providing hands‑on leadership and coaching to improve win rates and deal velocity.
• Drive disciplined pipeline generation, opportunity management, forecasting and sales execution to consistently achieve quarterly and annual revenue targets.
• Partner closely with Field Sales, Solution Consulting, Business Development, Marketing, Partners and Customer Outcomes to execute an integrated go‑to‑market strategy and strengthen account collaboration.
• Foster a collaborative, customer‑first and high‑performance culture, developing talent and building the capabilities required to scale Service Now's CRM business.

• Extensive experience in CRM SaaS or enterprise software sales, including 4+ years of successful sales leadership experience and a strong track record in direct sales.
• Proven experience selling CRM solutions, with a strong understanding of the CRM market, competitive landscape and business priorities across Customer Service, Contact Centre, Sales and Field Operations.
• Proven success building, scaling and coaching high‑performing sales teams, ideally within Commercial segment.
• Strong expertise in value‑based selling, executive engagement and complex deal negotiation.
• Strong commercial and financial acumen, with experience in territory planning, pipeline management, forecasting and sales performance.
• Ability to operate effectively in a matrixed…