Sr Staff Product Manager — AI & PLG

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, ServiceNow is the AI control tower for business reinvention. Our ServiceNow 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

About the role 

At ServiceNow, we're radically transforming IT Service Management with AI by delivering on our vision of Autonomous IT—enabling organizations to move from reactive operations to intelligent, proactive, and autonomous service operations. We're now extending that vision by fundamentally changing how customers discover, adopt, and expand ServiceNow's AI capabilities through a new AI-Native Product-Led Motion. 

We're looking for a Sr Staff Product Manager to define and scale this AI-Native Product-Led Motion across our AI-native ITSM portfolio. You'll own the customer journey from first AI interaction through activation, adoption, expansion, and enterprise-scale value realization. Leveraging product telemetry, behavioral analytics, AI-powered insights, and experimentation, you'll create product-led experiences that accelerate adoption, unlock new customer segments, expand our addressable market, and drive measurable growth in customer lifetime value and revenue. 

This is a highly strategic role at the intersection of AI, product management, customer experience, and go-to-market strategy. Your work will directly influence how millions of IT professionals experience ServiceNow's Autonomous IT vision while building the growth engine behind the next generation of AI-native ITSM products. You'll combine AI capabilities, product telemetry, usage intelligence, experimentation, and customer-centric design to create exceptional product experiences that accelerate adoption and drive measurable business growth. 

Key responsibilities 

• Define and execute the AI-Native Product-Led Motion strategy for AI-native ITSM capabilities, driving adoption, expansion, and growth across existing customers and new markets.  
• Own the AI customer journey from initial discovery and activation through adoption, expansion, and enterprise-scale value realization.  
• Partner with feature teams to ensure every new AI capability is designed with telemetry, discoverability, activation, and expansion built in from day one.  
• Build data-driven growth engines by defining product telemetry, usage intelligence, behavioral analytics, experimentation frameworks, and AI-powered insights to understand customer behavior and optimize adoption.  
• Design product-led experiences including onboarding, in-product guidance, recommendations, nudges, and lifecycle engagement strategies that accelerate AI activation, time-to-value, and feature adoption.  
• Develop and scale Product Qualified Lead (PQL) models and product-to-sales engagement motions that connect customer usage signals to expansion opportunities and sales acceleration.  
• Identify opportunities to expand ServiceNow's addressable market by leveraging customer insights, usage patterns, and AI-powered experiences to unlock new segments, use cases, and markets.  
• Use experimentation and analytics to measure and improve key growth metrics including activation, adoption, conversion, retention, expansion, customer lifetime value, and revenue impact.  
• Influence product strategy and roadmap priorities through customer research, competitive insights, market analysis, and product usage data.  
• Lead cross-functional execution across Engineering, Product Management, Design, Data Science, Product Marketing, Sales, and Customer Success to deliver measurable customer and business outcomes.  

Qualifications

Required 

• 8+ years of Product Management experience building and scaling enterprise SaaS, AI, workflow automation, or platform products.  
• Proven experience defining and executing Product-Led Motion, Product-Led Growth, or Product-Led Sales strategies that drive customer adoption, expansion, and revenue growth.  
• Deep understanding of product telemetry, instrumentation, usage analytics, experimentation frameworks, and customer journey optimization.  
• Demonstrated ability to translate customer behavior and product usage insights into product strategy, roadmap priorities, and measurable business outcomes.  
• Experience designing activation journeys, onboarding experiences, in-product messaging, feature discovery, and customer engagement strategies.  
• Strong analytical skills with the ability to define KPIs, perform cohort analysis, evaluate funnels, and use data to drive product decisions.  
• Experience working with AI-powered products and understanding how AI capabilities create customer value and adoption challenges.  
• Exceptional cross-functional leadership and communication skills, with the ability to influence Engineering, Marketing, Sales, Customer Success, and executive stakeholders.  
• Strong customer empathy and discovery skills with the ability to synthesize customer insights into compelling product experiences.  
• Ability to thrive in ambiguous, fast-moving environments and build new capabilities from the ground up.  

Nice to have 

• Experience with AI Agents, Agentic AI, Generative AI, or intelligent workflow automation.  
• Experience in IT Service Management (ITSM), IT Operations Management (ITOM), infrastructure software, or enterprise workflow platforms.  
• Experience building growth loops, self-service adoption models, Product Qualified Lead (PQL) frameworks, or digital selling motions.  
• Familiarity with product analytics and engagement platforms such as Pendo, Amplitude, Mixpanel, or similar tools.  
• Experience with AI-powered personalization, recommendation systems, intelligent workflows, or usage-based expansion models.  
• Experience with enterprise SaaS platforms such as ServiceNow or competitive IT management solutions.  

Why ServiceNow 

ServiceNow is at an inflection point. AI is reshaping enterprise technology and redefining how organizations discover, adopt, and realize value from software. As we deliver on our Autonomous IT vision, we are building a new AI-Native Product-Led Motion that enables customers to experience the power of AI faster, more intuitively, and at greater scale. 

As the Sr Staff Product Manager for AI-Native Product-Led Motion, you'll have the opportunity to define a new growth model for AI-native enterprise software. You'll design the telemetry, customer experiences, engagement strategies, and product-led mechanisms that guide millions of IT professionals from their first AI interaction to enterprise-scale adoption. 

This is a unique opportunity to shape the future of ITSM, combine AI innovation with customer-centric product design, expand ServiceNow's addressable market, and drive measurable impact on adoption, expansion, and revenue growth for one of the world's leading enterprise technology platforms. 

For positions in this location, we offer a base pay of $190,900 - $334,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity,  veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.  

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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