Principal Community Manager

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.

Service Now is seeking a strategic and experienced Principal Community Manager to drive the growth, health, and long-term sustainability of the Service Now Community ecosystem.

This role owns community engagement strategy, contributor growth, employee participation, gamification, community intelligence, and ecosystem development. The Principal Community Manager will partner across Product, Marketing, Customer Success, Developer Relations, Service Now University, and Community Programs to strengthen participation, develop future community leaders, and transform community insights into business value.

The ideal candidate combines community-building expertise with strong analytical, program management, and stakeholder influence skills.

• Develop and execute strategies to increase community participation, engagement, and contributor growth.
• Build programs to recruit, activate, retain, and develop contributors across customers, partners, developers, and employees.
• Create scalable onboarding and engagement experiences that strengthen long-term participation.
• Establish success metrics covering contributor acquisition, activation, retention, engagement, and quality.

• Define and manage community health metrics and success measures.
• Monitor engagement, sentiment, participation trends, and contributor behavior.
• Identify opportunities to improve community vitality, answer quality, and member retention.
• Deliver insights and recommendations to leadership based on community performance.

• Develop programs that increase participation from employees, product teams, engineers, and subject matter experts.
• Partner with stakeholders across the business to improve response coverage and community engagement.
• Connect customer needs and community discussions with the appropriate internal experts.

• Partner with Community Programs, Events, and Developer Relations teams to translate offline engagement into ongoing online participation.
• Create post-event engagement strategies that drive contributor growth and retention.
• Identify high-potential contributors and partner with recognition program owners to surface qualified candidates.

• Own the strategy for community incentives, reputation systems, recognition mechanisms, and engagement programs.
• Evaluate the effectiveness of engagement programs and recommend improvements that encourage high-quality participation.
• Partner with platform teams to evolve community growth and engagement initiatives.

• Manage the relationship with external moderation partners.
• Establish service expectations, escalation paths, governance processes, and performance measures.
• Ensure moderation practices align with community standards and business objectives.

• Analyze community trends, sentiment, participation patterns, and emerging topics.
• Translate community signals into actionable insights for Product, Marketing, and leadership…