Director, Product Strategy EMEA

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.

This is one of the most consequential roles  will sit at the intersection of our most important enterprise customers, our field leadership, and our product organization—translating what’shappening in the field into how we build, sell, and deliver the platform. You are the connective tissue between customer reality and company strategy.

This role demands someone who can earn trust at the C-suite level on a Monday, brief a GM on roadmap trade-offs on a Tuesday, and coach a field team through a high-stakes deployment on a Wednesday. You will work across Product, Customer Success , Partner, and the BUs—orchestrating resources with a sense of urgency and a bias toward customer outcomes.

• Engage directly with C-suite executives and transformation stakeholders at our most strategically important enterprise accounts
• Drive functional and domain-specific conversations that move customers from intent to action
• Work with customers to define use cases and map them to a platform-level strategy—not just point solutions
• Identify and escape poor experiences before they become churn risks, and own the resolution path
• Orchestrate the post-sale deployment and adoption motion for high-value customers—bringing the full weight of APEX, CEG, and our Partner ecosystem to bear on customer outcomes at scale

• Advise field leadership on how to sequence and prioritize across their account portfolios
• Drive pipeline at scale when needed, using one-to-many approaches across large account sets
• Stay closely engagedin high-momentum accounts—advising internal teams and helping sustain deal velocity through close
• Surface what’s landing (and whatisn’t) in the field to sharpen competitive positioning and sales plays
• Enable and activate the field to orchestrate across Service Now’s full resource network, ensuring customers reach successful deployment and measurable outcomes

• In collaboration with GMs,identify high-value cross-workflow opportunities and advocate for their prioritization on the roadmap
• Feed unfiltered customer and field signal into roadmap and platform evolution through a structured, repeatable framework
• Orchestrate APEX product and engineering resources into customer engagements when the moment calls for it
• Surface opportunities for FDE engagement and flag potential partnership and M&A signals
• Contribute to the evolution of unified pricing and packaging—including the development of outcome-based pricing models informed by market feedback
• In partnership with APEX Strategic Program Management and BU Leadership, drive post-acquisition GTM integration

• 10+ years in enterprise software—spanning sales, customer success, product strategy, or business development at scale
• A proven track recordof operating at the C-suite level with genuine credibility in digital transformation and platform conversations
• Deep fluency in agentic AI, automation, and platform-led growth motions
• Experience navigating complex, matrixed organizations—and getting things done across them anyway
• Strong instincts for when to escape, when to coach, and when to get out of the…