Senior Manager, Customer Marketing

📌 Core Information

🔹 Job Title: Senior Manager, Customer Marketing

🔹 Company: ServiceNow

🔹 Location: Austin, Texas, United States

🔹 Job Type: Full-time

🔹 Category: Marketing

🔹 Date Posted: May 2, 2025

🔹 Experience Level: 10+ years

🔹 Remote Status: Remote OK

🚀 Job Overview

Key aspects of this role include:

• Leading customer testimonial content facilitation and development for customer service workflows
• Building and nurturing strategic customer relationships and advocating for customers’ best interests
• Collaborating with internal stakeholders to align with business strategies and capture opportunities
• Developing and delivering impactful content, including written, video, audio, and events

ASSUMPTION: This role requires a strategic mindset, strong communication skills, and the ability to build and maintain relationships with customers and internal stakeholders.

📋 Key Responsibilities

✅ Lead customer testimonial content facilitation and development for customer service workflows, supporting marketing and sales activities

✅ Build and nurture strategic customer relationships with executive customer spokespeople, ensuring mutually beneficial and positive experiences from marketing activities

✅ Advocate for customers’ best interests inside and outside of ServiceNow

✅ Align with internal stakeholders on supporting business strategies that capture opportunities within the customer service line of business and key industries

✅ Develop strategic alignment with sales, solutions consulting, marketing, product marketing, and communications regarding customer advocacy priorities

✅ Understand and oversee the end-to-end process for creating customer content, including story identification, interviewing, and producing impactful success stories

✅ Collaborate with the broader Customer Marketing team to develop and recommend customers stories in support of marketing priorities across the U.S. and globally

✅ Ensure delivery against program KPIs, including publishing of targeted customer stories, keynote speakers for major events, PR/AR coverage, references for key product announcements and marketing campaigns, plus provide monthly/quarterly/year-end reporting on accomplishments against goals

✅ Make sure agencies are trained and leveraged effectively for consistency and quality

ASSUMPTION: This role involves a mix of strategic planning, project management, and creative content development, requiring strong organizational skills and the ability to work effectively with multiple stakeholders.

🎯 Required Qualifications

Education: Bachelor's degree or equivalent experience, MBA or related graduate degree is a plus

Experience: 12+ years of experience in the information technology and cloud industries in a customer advocacy, customer reference, or customer-facing marketing role, including 5+ years leading a team

Required Skills:

• Proven track record of delivering impactful and compelling content written, video, audio, and events with ability to share published examples
• Strong Americas market knowledge with experience in a SaaS/Enterprise Software company
• Proven track record working effectively with multiple stakeholders and departments, with sometimes competing needs, to build trust and achieve outcomes
• Excellent creative problem-solving skills and desire to continually learn and grow
• Collaborative and positive team member who practices servant leadership philosophies
• High energy, “own it” personality, an ability to drive process improvement, and thrive in a fast-paced, high-growth environment under tight timelines
• Exceptional communication cross-functionally and at all levels, including senior management
• Excellent project management skills with an ability to prioritize independently and delegate tasks to team members when appropriate
• Proficient in Microsoft Office (PPT, Excel, Word, Outlook)
• Ability to travel periodically

Preferred Skills:

• Experience in both small and large companies
• Passion for the positive impact of technology and business

ASSUMPTION: Given the role's focus on customer advocacy and content development, strong communication, project management, and stakeholder management skills are essential.

💰 Compensation & Benefits

Salary Range: $150,000 - $200,000 per year (Based on industry standards for a Senior Manager role in Marketing, with 10+ years of experience in the Austin, TX area)

Benefits:

• Competitive benefits package, including health, dental, and vision insurance
• 401(k) matching and employee stock purchase plan
• Generous time off and flexible work arrangements
• Employee development and growth opportunities

Working Hours: Full-time, typically Monday - Friday, 9:00 AM - 5:00 PM, with flexibility for remote work

ASSUMPTION: The salary range is an estimate based on industry standards and may vary depending on the candidate's experience and qualifications. ServiceNow offers a competitive benefits package to attract and retain top talent.

📌 Applicant Insights

🔍 Company Context

Industry: ServiceNow operates in the software development industry, focusing on providing an AI platform for business transformation. The company offers a range of services, including service management, enterprise cloud, custom app development, and more.

Company Size: ServiceNow is a large company with over 10,000 employees, providing ample opportunities for career growth and collaboration.

Founded: ServiceNow was founded in 2004 and has since grown to become a global market leader, with over 8,100 customers, including 85% of the Fortune 500.

Company Description:

• ServiceNow makes the world work better for everyone by digitizing and unifying organizations to find smarter, faster, better ways to make work flow.
• The company's cloud-based platform and solutions help employees and customers be more connected, more innovative, and more agile.
• ServiceNow works with organizations of all sizes, across various industries, to create the future they imagine.

Company Specialties:

• Service Management
• Enterprise Cloud
• Custom App Development
• Platform
• ITSM
• Security Operations
• Customer Service Management
• ITOM
• GRC
• HR Service Delivery
• And digitize workflows

Company Website: www.servicenow.com

ASSUMPTION: ServiceNow's large size and global presence offer applicants a dynamic work environment with diverse opportunities for growth and collaboration.

📊 Role Analysis

Career Level: This role is at the senior manager level, requiring strategic thinking, leadership, and experience in customer advocacy and content development.

Reporting Structure: The Senior Manager, Customer Marketing reports directly to the Vice President of Customer Marketing and is responsible for leading a team of customer marketing professionals.

Work Arrangement: This role is remote-friendly, with the option to work from home or in the office. ServiceNow offers flexible work arrangements, including flexible, remote, or required in-office personas.

Growth Opportunities:

• Proven track record of success in this role may lead to promotions or expanded responsibilities within the Customer Marketing team or other departments.
• ServiceNow's large size and diverse product offerings provide ample opportunities for career growth and development.
• The company offers employee development programs and encourages internal mobility.

ASSUMPTION: This role offers a unique opportunity to lead customer advocacy efforts and drive business impact through compelling content and strategic relationships.

🌍 Location & Work Environment

Office Type: ServiceNow's Austin office is a modern, collaborative workspace designed to foster innovation and creativity.

Office Location(s): 201 West 5th Street, 11th Floor, Austin, Texas, United States

Geographic Context:

• Austin is a vibrant, growing city with a thriving tech industry and a high quality of life.
• The city offers a mix of urban and outdoor living, with numerous parks, lakes, and recreational opportunities.
• Austin is known for its live music scene, diverse food culture, and friendly residents.

Work Schedule: Full-time, typically Monday - Friday, 9:00 AM - 5:00 PM, with flexibility for remote work

ASSUMPTION: Austin's dynamic tech industry and high quality of life make it an attractive location for professionals seeking a balance between work and personal life.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Phone or video screen with a recruiter or HR representative
• Behavioral and situational interview with the hiring manager
• Final interview with the Vice President of Customer Marketing
• Background check and offer extension

Key Assessment Areas:

• Customer advocacy and relationship-building skills
• Content development and storytelling abilities
• Strategic thinking and planning
• Project management and stakeholder communication
• Cultural fit and alignment with ServiceNow's values

Application Tips:

• Tailor your resume and cover letter to highlight relevant experience and skills for this role, including customer advocacy, content development, and strategic planning.
• Prepare examples of successful customer testimonials or content you've developed to showcase your abilities during the interview.
• Research ServiceNow's products, customers, and industry to demonstrate your understanding of the company and its market position.

ATS Keywords: Customer Advocacy, Content Development, Project Management, Storytelling, Strategic Alignment, Collaboration, Customer Relationships, Marketing Strategy, Team Leadership, Stakeholder Management, Presentation Skills, Microsoft Office

ASSUMPTION: ServiceNow's interview process focuses on assessing candidates' strategic thinking, communication skills, and cultural fit, with a strong emphasis on customer advocacy and content development.

🛠️ Tools & Technologies

• Microsoft Office Suite (PPT, Excel, Word, Outlook)
• Customer Relationship Management (CRM) software (e.g., Salesforce, HubSpot)
• Content management systems (e.g., WordPress, Adobe Experience Manager)
• Project management tools (e.g., Asana, Trello, JIRA)
• Video conferencing and collaboration tools (e.g., Zoom, Microsoft Teams)

ASSUMPTION: This role requires proficiency in Microsoft Office Suite and familiarity with various project management, content management, and collaboration tools.

👔 Cultural Fit Considerations

Company Values:

• Customer Obsessed
• Innovation
• Integrity
• One Team
• Fun

Work Style:

• Collaborative and team-oriented
• Agile and adaptable to change
• Results-driven and focused on delivering impact
• Customer-centric and committed to exceptional customer experiences
• Innovative and open to new ideas and approaches

Self-Assessment Questions:

• How do you approach building and maintaining relationships with customers, ensuring their best interests are represented?
• How do you balance the needs and priorities of multiple stakeholders, including customers and internal teams?
• How do you stay organized and manage projects effectively, especially when working remotely?
• How do you approach continuous learning and staying up-to-date with industry trends and best practices?
• How do you foster a positive and inclusive work environment, especially when working with diverse teams?

ASSUMPTION: ServiceNow values candidates who align with their customer-obsessed, innovative, and collaborative culture, with a strong focus on delivering exceptional customer experiences.

⚠️ Potential Challenges

• Managing multiple stakeholders and competing priorities may require strong communication and project management skills.
• Working with customers and internal teams across different time zones may necessitate flexible scheduling and effective communication.
• Balancing strategic planning and execution may require strong time management and prioritization skills.
• Keeping up with industry trends and best practices may necessitate continuous learning and professional development.

ASSUMPTION: These challenges can be overcome with strong communication, project management, and time management skills, as well as a commitment to continuous learning and professional development.

📈 Similar Roles Comparison

• Unlike other customer advocacy roles, this position focuses on developing and delivering impactful content, rather than solely on customer reference programs or case studies.
• ServiceNow's large size and global presence offer unique opportunities for career growth and collaboration, compared to smaller companies or startups.
• This role's focus on strategic alignment and business impact sets it apart from more tactical customer marketing positions.

ASSUMPTION: This role offers a unique blend of strategic planning, content development, and customer advocacy, with ample opportunities for career growth and development within a large, global organization.

📝 Sample Projects

• Developing a comprehensive customer testimonial content strategy for the customer service line of business, including written, video, audio, and event components
• Managing a team to produce a series of customer success stories, highlighting the impact of ServiceNow's AI Platform for Business Transformation on customers' businesses
• Collaborating with internal stakeholders to create a customer advocacy program that supports marketing priorities and drives business impact

ASSUMPTION: These sample projects illustrate the strategic, collaborative, and creative aspects of this role, focusing on customer advocacy, content development, and business impact.

❓ Key Questions to Ask During Interview

• How does this role fit into the broader Customer Marketing team and organization, and what are the key priorities for the first 90 days?
• What are the most significant challenges facing the customer service line of business, and how can this role address them through customer advocacy and content development?
• How does ServiceNow support the professional growth and development of its employees, especially in this role?
• What are the key performance indicators (KPIs) for this role, and how will success be measured?
• How does ServiceNow foster a culture of innovation and continuous learning, and what opportunities are there for growth and development within the company?

ASSUMPTION: These questions help applicants better understand the role's context, priorities, and opportunities for growth and development within ServiceNow.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Tailor your resume and cover letter to highlight relevant experience and skills for this role, including customer advocacy, content development, and strategic planning.
• Prepare examples of successful customer testimonials or content you've developed to showcase your abilities during the interview.
• Research ServiceNow's products, customers, and industry to demonstrate your understanding of the company and its market position.
• Follow up with the hiring manager one week after submitting your application to express your interest and reiterate your qualifications.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.