📌 Core Information
🔹 Job Title: Senior Manager, Customer Marketing
🔹 Company: ServiceNow
🔹 Location: Austin, Texas, United States
🔹 Job Type: Full-time
🔹 Category: Marketing
🔹 Date Posted: April 22, 2025
🔹 Experience Level: 10+ years
🔹 Remote Status: Remote OK
🚀 Job Overview
Key aspects of this role include:
- Leading customer testimonial content development to support marketing and sales activities
- Building strategic relationships with customers and internal stakeholders
- Creating impactful stories that enhance brand awareness and drive business outcomes
- Collaborating with cross-functional teams to align customer advocacy priorities with global solutions framework
- Managing agencies and ensuring consistent, high-quality content
ASSUMPTION: This role requires a strong background in customer advocacy, content creation, and strategic alignment. A successful candidate will have experience working with multiple stakeholders and departments to build trust and achieve outcomes.
📋 Key Responsibilities
✅ Lead the end-to-end process for creating customer content, including story identification, interviewing, and producing impactful written, audio, and video success stories
✅ Build and nurture strategic customer relationships with executive customer spokespeople to ensure 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
✅ 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 requires strong project management skills, the ability to prioritize independently, and delegate tasks to team members when appropriate. Excellent communication skills, both written and verbal, are essential for success in this position.
🎯 Required Qualifications
Education: Bachelor's degree or equivalent experience, MBA or related graduate degree is a plus
Experience: 10-15+ years of total work experience including time working in the information technology and cloud industries in a consulting, customer advocacy, product marketing, customer success, value realization, content development, outbound product, sales or customer-facing marketing role
Required Skills:
- Proven track record 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
- 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
- Excel at both strategy and execution
- Strong presentation, writing, and communication skills
- 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 creation, candidates with a strong background in marketing, customer success, or similar fields are likely to be the best fit. Experience working with AI-powered tools or integrating AI into work processes is a plus but not required.
💰 Compensation & Benefits
Salary Range: $150,000 - $200,000 per year (Estimated based on industry standards for a Senior Manager role in Marketing with 10-15 years of experience in the Austin, TX area)
Benefits:
- Competitive benefits package, including health, dental, and vision insurance
- 401(k) plan with company match
- Generous time off and paid holidays
- Employee stock purchase plan
- Tuition reimbursement and professional development opportunities
Working Hours: Full-time position with standard business hours, but may require occasional evenings or weekends to meet deadlines or attend events
ASSUMPTION: The salary range provided is an estimate based on industry standards for similar roles in the Austin, TX area. Actual compensation may vary based on factors such as experience, skills, and internal equity.
📌 Applicant Insights
🔍 Company Context
Industry: Software Development
Company Size: 10,001+ employees (Enterprise)
Founded: 2004
Company Description:
- ServiceNow is a global market leader in cloud-based platforms that seamlessly connect people, systems, and processes to empower organizations to find smarter, faster, and better ways to work
- The company's AI Platform for Business Transformation helps digitize and unify organizations, enabling them to be more connected, innovative, and agile
- ServiceNow serves over 8,100 customers worldwide, including 85% of the Fortune 500
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: http://www.servicenow.com
ASSUMPTION: ServiceNow is a well-established company with a strong focus on innovation and customer success. Working at ServiceNow offers opportunities to collaborate with a diverse, global team and make a significant impact on the business transformation landscape.
📊 Role Analysis
Career Level: Senior Manager
Reporting Structure: This role reports directly to the Senior Director of Customer Marketing and may have team members reporting to them
Work Arrangement: Remote OK, with occasional travel required for events and customer meetings
Growth Opportunities:
- Potential to grow into a leadership role within the Customer Marketing team or expand into other areas of the business
- Opportunities to work on high-impact projects and drive strategic initiatives
- Access to professional development and training opportunities to advance skills and career growth
ASSUMPTION: This role offers a unique opportunity to work at the intersection of marketing, customer success, and business strategy. Successful candidates will have a strong background in customer advocacy, content creation, and strategic alignment, with a passion for driving business outcomes through compelling storytelling.
🌍 Location & Work Environment
Office Type: Hybrid (Remote OK with occasional travel required)
Office Location(s): Austin, Texas, United States
Geographic Context:
- Austin is the capital city of Texas and the 11th most populous city in the United States
- The city is known for its vibrant music and tech industries, as well as its outdoor activities and cultural attractions
- ServiceNow's Austin office is located in the heart of the city's tech district, providing easy access to public transportation and amenities
Work Schedule: Full-time, with standard business hours and occasional evenings or weekends as needed
ASSUMPTION: Austin offers a dynamic and innovative work environment, with a strong focus on technology and creativity. The city's diverse cultural scene and outdoor activities provide ample opportunities for work-life balance.
💼 Interview & Application Insights
Typical Process:
- Phone or video screen with a member of the HR team
- Behavioral and situational interview with the hiring manager
- Final interview with the Senior Director of Customer Marketing
- Background check and reference check
Key Assessment Areas:
- Customer advocacy and relationship-building skills
- Content creation and storytelling abilities
- Strategic alignment and business acumen
- Project management and prioritization skills
- Communication and presentation skills
Application Tips:
- Highlight relevant customer advocacy and content creation experience in your resume
- Prepare examples of your best customer stories and be ready to discuss the strategies behind them
- Research ServiceNow's customer marketing efforts and be prepared to discuss how you can contribute to their success
- Demonstrate your understanding of ServiceNow's platform and how it enables business transformation
ATS Keywords: Customer Advocacy, Content Development, Project Management, Storytelling, Strategic Alignment, Relationship Building, Customer Marketing, AI Integration, SaaS, Enterprise Software, Marketing Strategy, Customer Success, Business Transformation
ASSUMPTION: The interview process for this role will focus on assessing the candidate's customer advocacy and content creation skills, as well as their ability to align with ServiceNow's global solutions framework and drive business outcomes through compelling storytelling.
🛠️ Tools & Technologies
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Customer Relationship Management (CRM) software (e.g., Salesforce, HubSpot)
- Content creation and project management tools (e.g., Asana, Trello, Wrike)
- Video and audio recording and editing software (e.g., Adobe Premiere Pro, iMovie, Audacity)
- AI-powered tools for content creation and optimization (e.g., Copy.ai, Frase, Jasper)
ASSUMPTION: This role requires proficiency in Microsoft Office Suite and customer relationship management software. Familiarity with content creation and project management tools, as well as AI-powered content optimization tools, is a plus but not required.
👔 Cultural Fit Considerations
Company Values:
- Customer Obsessed
- Innovative
- Trustworthy
- One Team
- Fun
Work Style:
- Collaborative and team-oriented
- Fast-paced and agile
- Data-driven and results-focused
- Creative and innovative
- Customer-centric and customer-focused
Self-Assessment Questions:
- How do you approach building strategic relationships with customers and internal stakeholders to create mutually beneficial experiences?
- Can you provide an example of a time when you drove business outcomes through compelling storytelling and strategic alignment?
- How do you prioritize and manage multiple projects and deadlines in a fast-paced, high-growth environment?
- How do you ensure the quality and consistency of customer content created by external agencies?
- How do you balance the needs of customers, internal stakeholders, and the broader business strategy in your decision-making process?
ASSUMPTION: ServiceNow values candidates who are customer-obsessed, innovative, trustworthy, collaborative, and fun. Successful candidates will have a strong customer advocacy background, excellent communication skills, and the ability to thrive in a fast-paced, high-growth environment.
⚠️ Potential Challenges
- Managing multiple stakeholders with competing needs and priorities
- Balancing the demands of customer advocacy, content creation, and strategic alignment
- Keeping up with the fast-paced, high-growth environment at ServiceNow
- Occasional travel requirements for events and customer meetings
- Navigating a large, global organization with diverse teams and cultures
ASSUMPTION: This role presents unique challenges and opportunities for growth. Successful candidates will be able to manage multiple stakeholders, balance competing priorities, and thrive in a fast-paced, high-growth environment.
📈 Similar Roles Comparison
- Unlike traditional marketing roles, this position focuses specifically on customer advocacy and testimonial content creation, requiring a unique blend of skills and experience
- Compared to customer success roles, this role places more emphasis on content creation and strategic alignment, with less focus on day-to-day customer management
- Career path progression may include moving into leadership roles within the Customer Marketing team or expanding into other areas of the business, such as product marketing or communications
ASSUMPTION: This role offers a unique opportunity to work at the intersection of marketing, customer success, and business strategy. Successful candidates will have a strong background in customer advocacy, content creation, and strategic alignment, with a passion for driving business outcomes through compelling storytelling.
📝 Sample Projects
- Developing a comprehensive customer advocacy program that attracts and appreciates customers, resulting in increased brand awareness and sales opportunities
- Creating a series of customer success stories that highlight the benefits of ServiceNow's AI Platform for Business Transformation, driving customer engagement and adoption
- Managing a team of content creators to produce high-quality, on-brand customer testimonials for major events, PR/AR campaigns, and marketing campaigns
ASSUMPTION: These sample projects illustrate the key responsibilities and required skills for this role. Successful candidates will have experience managing customer advocacy programs, creating compelling customer success stories, and driving business outcomes through strategic alignment.
❓ Key Questions to Ask During Interview
- Can you describe the current customer advocacy program and how this role will contribute to its growth and success?
- How does the Customer Marketing team collaborate with other departments, such as sales, product marketing, and communications, to drive business outcomes?
- What are the key priorities for this role in the first 30, 60, and 90 days?
- How does ServiceNow support the professional development and growth of its employees?
- What is the company's approach to work-life balance and employee well-being?
ASSUMPTION: Asking these questions will help you better understand the role's priorities, the company's culture, and the opportunities for growth and development. It also demonstrates your interest in and preparation for the position.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through the linked job posting
- Customize your resume to highlight your relevant customer advocacy and content creation experience
- Prepare a cover letter that demonstrates your understanding of ServiceNow's platform and how you can contribute to their success
- If applicable, prepare examples of your best customer stories and be ready to discuss the strategies behind them
- Follow up with the hiring manager one week after submitting your application to express your continued interest in the role
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
