Product Success Technical Director

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 role is an individual contributor position.

The AI Futures team is the first‑mover innovation engine for the Now Platform—where bold ideas become real, reusable AI capabilities. We incubate high‑value use cases, co‑innovate with customers, and accelerate product success by transforming early learnings into platform‑level impact. Our charter is to push boundaries, validate what’s possible, and ensure the field and our customers can achieve meaningful outcomes with Now Assist AI.

As Product Success Technical Director – AI Futures, you sit at the intersection of innovation, customer value, and product evolution. You will help shape which bets we place, guide engagements that demonstrate clear ROI, and turn early signals into scalable success for the platform and our customers.

This role is built for a senior, customer‑credible technical leader who elevates team talent, strengthens customer impact, and influences product direction—while remaining hands‑on enough to deeply understand the technology.

• Lead selective, high‑impact customer engagements to surface real‑world needs and shape reusable frameworks, demos, and patterns.

• Deliver compelling executive‑level narratives that articulate value, outcomes, and AI‑driven transformation.

• Identify scalable opportunities from customer use cases and guide the team toward high‑leverage initiatives.

• Serve as a mentor and coach to engineers and solution talent across AI Futures—uplifting quality, customer readiness, and storytelling.

• Advise best practices for AI‑native demos, POCs, pilots, and customer‑facing technical assets.

• Help shape team standards for reuse, modularity, storytelling, and scale.

• Act as a strategic conduit between field learnings and Product/Engineering.

• Surface customer friction, GTM blockers, and platform gaps with structured, actionable insights.

• Partner with Product and Engineering to validate early capabilities, stress‑test frameworks, and drive roadmap recommendations.

• Ensure customer feedback translates into platform enhancements that improve scale, usability, and adoption—especially for AI agentic workflows and knowledge‑driven experiences.

• Customer Impact: Strategic customer engagements result in measurable outcomes, referenceable wins, and reusable assets.

• Team Growth: AI Futures team members demonstrate improved storytelling, customer fluency, demo quality, and execution consistency.

• Reusable Value: Demos, frameworks, and patterns influenced by this role see broad adoption across field teams, SCs, and customer pilots.

• Product Influence: Customer‑driven insights lead to platform improvements, roadmap shifts, or feature hardening prior to GA.

• Trusted Technical Advisor: Customers, field teams, PM, and Engineering view you as a credible and dependable leader who bridges invention and adoption.

• Demonstrated experience integrating AI into workflows, decision‑making, or enterprise outcomes.

• 12+ years in technical leadership roles spanning architecture, engineering, product innovation, or customer‑facing solution work.

• Strong executive presence with the ability to translate complex technical concepts into business value.

• Proven success mentoring technical teams and elevating team capability in customer‑facing execution.

• Experience leading customer engagements that produced repeatable methods, frameworks, or assets.

• Ability to influence without authority across product, engineering,…