Senior Manager, Digital Customer Lifecycle & Adoption

San Diego, California, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Cloud Computing, Software, Enterprise SoftwareIndustries

Requirements

The ideal candidate will have 12+ years of experience in customer lifecycle, digital adoption, or customer success marketing, preferably in B2B SaaS. Proven experience in designing and scaling digital programs that drive measurable customer outcomes is required. Strong analytical skills with experience in PLG Models, customer data, segmentation, and analytics tools such as Totango, Segment, and Gainsight are necessary. The role also requires excellent data storytelling, presentation skills for executive stakeholders, and the ability to lead cross-functional initiatives and influence without authority. Experience with platforms like ServiceNow, Gainsight, Salesforce, Adobe, or Marketo is a plus. Experience leveraging or critically thinking about integrating AI into work processes, decision-making, or problem-solving is also required. A strategic mindset with a bias for action and a passion for customer-centric innovation are essential.

Responsibilities

The Senior Manager, Digital Customer Lifecycle & Adoption will lead the strategy and execution of digital programs to drive customer engagement, product adoption, and long-term value realization. This includes designing and implementing end-to-end digital lifecycle programs for onboarding, adoption, expansion, and renewal. The role involves partnering with Customer Success, Product, Marketing, and Operations to align initiatives with business goals. Responsibilities include leading the roadmap for digital adoption programs, leveraging behavioral data for personalized experiences, and leading cross-functional working groups to ensure alignment on lifecycle priorities. The individual will define success metrics, partner with analytics teams to improve data usage, and collaborate with IT and platform teams to enhance lifecycle capabilities. Staying ahead of industry trends and emerging technologies to evolve the digital customer experience is also a key responsibility.

Skills

Digital Strategy

Customer Lifecycle Management

Customer Adoption

Product Adoption

Customer Engagement

Digital Programs

Cross-functional Leadership

Data-driven Personalization

Customer Journey Mapping

Onboarding

Expansion

Renewal

In-product Guidance

Email Marketing

Self-service Enablement

ServiceNow

Cloud-based platform for digital workflows

About ServiceNow

ServiceNow offers a cloud-based platform that helps businesses automate and manage their operations, improving efficiency and enhancing customer and employee experiences. The Now Platform includes applications for IT operations, customer service, human resources, and security operations, all accessible over the internet. Targeting large enterprises across various industries, ServiceNow operates on a software-as-a-service (SaaS) model, generating revenue through subscription fees and professional services. The company's goal is to streamline business processes and drive digital transformation for its clients.

Santa Clara, CaliforniaHeadquarters

2004Year Founded

$81.5MTotal Funding

IPOCompany Stage

Consulting, Consumer Software, Enterprise SoftwareIndustries

10,001+Employees

Benefits

Generous family leave

Flexible PTO

Matched Donations

Retirement benefits

Annual learning stipends

Paid volunteer time

Risks

Competitors like Nvidia and Google Cloud may outpace ServiceNow in AI advancements.

Over-reliance on AWS infrastructure could pose risks if AWS changes its strategy.

The departure of Era Software's co-founder may lead to strategic shifts within ServiceNow.

Differentiation

ServiceNow's Now Platform offers comprehensive digital workflow solutions across multiple business functions.

The company focuses on large enterprises, providing tailored solutions for diverse industries.

ServiceNow's SaaS model ensures steady recurring revenue through subscription fees.

Upsides

ServiceNow's partnership with AWS enhances AI-powered workflows, driving enterprise innovation.

The integration with Crowe Cyber Economic Risk Analyzer boosts ServiceNow's cybersecurity capabilities.

ServiceNow's AI-driven campaign with Idris Elba increases brand visibility and engagement.

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