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 5, 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 business strategies
• Managing a team and overseeing the end-to-end process for creating customer content

ASSUMPTION: This role requires a balance of strategic thinking, relationship building, and project management skills. The ideal candidate will have a strong background in customer advocacy or customer-facing marketing roles and be comfortable working with multiple stakeholders.

📋 Key Responsibilities

✅ Lead customer testimonial content facilitation and development for ServiceNow's AI Platform for Business Transformation, supporting marketing and sales activities

✅ 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 the 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 to produce compelling stories aligned to the ServiceNow global solutions framework

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

✅ Collaborate with the broader Customer Marketing team to develop and recommend customer 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 requires a high level of organization, attention to detail, and the ability to manage multiple projects simultaneously. The ideal candidate will have experience working with customers and internal stakeholders to create compelling content that drives business outcomes.

🎯 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 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
• 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: The ideal candidate will have a strong background in customer advocacy or customer-facing marketing roles, with a proven track record of delivering impactful content. They should also be comfortable working with multiple stakeholders and managing a team.

💰 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:

• Health, dental, and vision insurance
• 401(k) plan with company match
• Paid time off (vacation, sick, and holidays)
• Employee stock purchase plan
• Tuition reimbursement
• Gym membership reimbursement
• Employee assistance program

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

ASSUMPTION: The salary range provided is an estimate based on industry standards for a Senior Manager role in Marketing with 10+ years of experience in the Austin, TX area. The actual salary may vary based on factors such as the candidate's specific experience and qualifications.

📌 Applicant Insights

🔍 Company Context

Industry: Software Development

Company Size: 10,001+ employees (Enterprise)

Founded: 2004

Company Description:

• ServiceNow is a global market leader in digital workflows, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500
• Their intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work
• The company's mission is to make the world work better for everyone

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: ServiceNow

ASSUMPTION: ServiceNow is a well-established company in the software development industry, with a strong focus on digital workflows and AI-enhanced technology. They have a large customer base and a global presence.

📊 Role Analysis

Career Level: Senior Manager

Reporting Structure: This role will report directly to the Vice President of Customer Marketing

Work Arrangement: Remote OK, with a flexible work persona that allows for remote work, hybrid, or required in-office work depending on the nature of the role

Growth Opportunities:

• Potential to advance to a Director or Vice President role within the Customer Marketing team or related departments
• Opportunities to work on high-impact projects and collaborate with cross-functional teams
• Access to professional development resources and training opportunities

ASSUMPTION: This role offers opportunities for career growth and professional development within a large, established company. The ideal candidate will be proactive in seeking out growth opportunities and taking on new challenges.

🌍 Location & Work Environment

Office Type: Hybrid, with the option to work remotely

Office Location(s): Austin, Texas, United States

Geographic Context:

• Austin is the capital city of Texas and is known for its vibrant music and arts scene, as well as its tech industry
• The cost of living in Austin is generally lower than in other major tech hubs like San Francisco or New York City
• The city has a humid subtropical climate, with mild winters and hot summers

Work Schedule: Full-time, with flexibility for remote work

ASSUMPTION: Austin offers a unique blend of urban and suburban living, with a strong job market and a high quality of life. The hybrid work arrangement provides flexibility for employees to balance their work and personal lives.

💼 Interview & Application Insights

Typical Process:

• Online application and resume screening
• Phone or video screen with a member of the HR team
• In-depth interview with the hiring manager and/or team members
• Final interview with the Vice President of Customer Marketing
• Background check and offer extension

Key Assessment Areas:

• Customer advocacy and relationship-building skills
• Content creation and storytelling abilities
• Project management and organizational skills
• Strategic thinking and alignment with business objectives
• Communication and presentation skills

Application Tips:

• Highlight specific examples of customer testimonials or success stories you've created in previous roles
• Tailor your resume and cover letter to emphasize your experience in customer advocacy or customer-facing marketing roles
• Prepare for behavioral interview questions that focus on your ability to build relationships, create compelling content, and manage projects

ATS Keywords: Customer Advocacy, Content Development, Project Management, Storytelling, Strategic Alignment, Relationship Building, Creative Problem-Solving, Communication, Team Leadership, AI Integration, Marketing, Sales Support, Stakeholder Management, Event Planning, Data Analysis, Presentation Skills, Microsoft Office

ASSUMPTION: The interview process for this role will focus on assessing the candidate's customer advocacy and relationship-building skills, as well as their ability to create compelling content and manage projects. The ideal candidate will have a strong background in customer advocacy or customer-facing marketing roles and be comfortable working with multiple stakeholders.

🛠️ Tools & Technologies

• Microsoft Office (PPT, Excel, Word, Outlook)
• Customer Relationship Management (CRM) software (e.g., Salesforce, HubSpot)
• Content creation and project management tools (e.g., Asana, Trello, Slack)
• Video and audio recording and editing software (e.g., Zoom, iMovie, Adobe Premiere Pro)
• AI-powered tools for content creation and optimization (e.g., Copy.ai, Frase, Articoolo)

ASSUMPTION: The ideal candidate will have experience using a variety of tools and technologies to create compelling content and manage projects. Familiarity with AI-powered tools for content creation and optimization is a plus.

👔 Cultural Fit Considerations

Company Values:

• Customer Obsessed
• Innovative
• Integrity
• One Team
• Fun

Work Style:

• Collaborative and team-oriented
• Fast-paced and agile
• Data-driven and results-focused
• Customer-centric and customer-focused
• Continuously learning and improving

Self-Assessment Questions:

• Do you have a proven track record of building strong relationships with customers and creating compelling content that drives business outcomes?
• Are you comfortable working with multiple stakeholders and managing projects in a fast-paced, high-growth environment?
• Do you thrive in a collaborative and team-oriented work environment, and are you committed to continuous learning and improvement?

ASSUMPTION: ServiceNow values a customer-obsessed, innovative, and collaborative work environment. The ideal candidate will be passionate about the positive impact of technology and business, and be committed to continuous learning and improvement.

⚠️ Potential Challenges

• Managing a team and overseeing the end-to-end process for creating customer content may require long hours and tight deadlines
• Working with multiple stakeholders and competing priorities may be challenging at times
• The fast-paced, high-growth environment may be overwhelming for candidates who prefer a more stable and predictable work environment
• The cost of living in Austin may be higher than in other parts of Texas

ASSUMPTION: The ideal candidate will be comfortable working in a fast-paced, high-growth environment and be able to manage multiple projects simultaneously. They should also be comfortable working with multiple stakeholders and managing a team.

📈 Similar Roles Comparison

• This role is similar to a Customer Success Manager or Customer Experience Manager role, but with a stronger focus on content creation and storytelling
• In the software development industry, this role is similar to a Customer Reference Manager or Customer Advocacy Manager role
• Career path comparison: This role is a senior management role with potential for advancement to a Director or Vice President role within the Customer Marketing team or related departments

ASSUMPTION: This role is similar to other customer-facing marketing roles, but with a unique focus on content creation and storytelling. The ideal candidate will have a strong background in customer advocacy or customer-facing marketing roles and be comfortable working with multiple stakeholders.

📝 Sample Projects

• Developing a customer testimonial video series highlighting the benefits of ServiceNow's AI Platform for Business Transformation
• Creating a customer success story campaign that showcases the positive impact of ServiceNow's solutions on customers' businesses
• Managing a customer reference program that provides references for key product announcements and marketing campaigns

ASSUMPTION: The ideal candidate will have experience working on high-impact projects that involve creating compelling content and managing customer relationships. They should also be comfortable working with multiple stakeholders and managing a team.

❓ Key Questions to Ask During Interview

• Can you describe the team structure and dynamics within the Customer Marketing team?
• How does the Customer Marketing team collaborate with other departments, such as Sales and Product Marketing?
• What are the key priorities for this role in the first 30, 60, and 90 days?
• How does ServiceNow support the growth and development of its employees?
• What are the key challenges facing the Customer Marketing team, and how can this role help address them?

ASSUMPTION: The ideal candidate will be proactive in asking questions about the team structure, priorities, and growth opportunities. They should also be curious about the key challenges facing the Customer Marketing team and how they can contribute to addressing them.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Tailor your resume and cover letter to emphasize your experience in customer advocacy or customer-facing marketing roles, with a focus on content creation and storytelling
• Prepare for behavioral interview questions that focus on your ability to build relationships, create compelling content, and manage projects
• Follow up with the hiring manager or HR team within one week of submitting your application to express your interest in the role

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