ServiceNow · 1 month ago
Senior Product Success Architect
Waltham, MA
Full-time
Hybrid
Senior Level
$147K/yr - $258K/yr
5+ years expServiceNow is a global market leader in AI-enhanced technology, empowering organizations to work smarter and faster. The Senior Product Success Architect will ensure the success of top customers by developing strategic relationships and driving customer satisfaction through effective collaboration and risk management.
Agentic AIBusiness Process Automation (BPA)Cloud ManagementEnterprise SoftwareRobotic Process Automation (RPA)SaaS
Responsibilities
Be the focal point of contact/coordination for customer programs and events with Product Excellence
Develop a deep understanding on customer use cases and success outcomes
Establish a trusted / strategic advisor relationship with each assigned customer and drive continued value of our products and services
Develop strong relationships with all key decision makers and influencers across your customers, partners and internal ServiceNow stakeholders
Build a strong base of referenceable customers and contacts within your assigned portfolio
Collaborate effectively with the Sales organization and help provide reference to new opportunities where necessary
Primary ownership and accountability for ensuring customer satisfaction, and retention within the assigned customers
Work with customers and account teams to establish critical goals, or other key performance indicators and aid the customer in achieving their goals through their lifecycle
Uncover and mitigate any risk that threatens your Customers' growth, satisfaction, or renewal; conceive and execute risk mitigation strategies accordingly
Ensure ongoing adoption by the customers of the new capabilities being delivered within our products
Act as the liaison between Product Management and our Customers with a focus on product and roadmap feedback
Collaborate with customer's implementation partner to achieve overall satisfaction with the solution and to create a trusted partnership between customer, partner, and Customer Service Management BU
Qualification
Required
5+ years of experience in architecting and delivering complex solutions on the Now Platform
3+ years of experience building custom apps using the app engine toolset
3+ years of experience in two or more of the following ServiceNow core capabilities; Automated Test Framework, Upgrades, Health Scan, Usage Analytics, CI/CD and source control and clone management
2+ years of experience in two or more of the following Now Platform emerging interfaces; Predictive Intelligence, Virtual Agent; Mobile App Builder and UI Builder / Workspace / Portal
Excellent verbal and written communication skills, including the ability to chair sessions and host webinars
Must be able to travel up to 25-35% annually once applicable to do so
Benefits
Equity (when applicable)
Variable/incentive compensation
Health plans, including flexible spending accounts
A 401(k) Plan with company match
ESPP
Matching donations
A flexible time away plan
Family leave programs
Company
ServiceNow
ServiceNow is an AI platform that delivers IT operations, field service management and app engine solutions.
10001+ employees
H1B Sponsorship
ServiceNow has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (910)
2024 (876)
2023 (807)
2022 (840)
2021 (447)
2020 (439)
Funding
Current Stage
Public CompanyTotal Funding
$83.7MKey Investors
Sequoia CapitalJMI Equity
2022-12-09Post Ipo Equity
2012-07-29IPO
2012-03-20Private Equity· $10.98M
Leadership Team
Bill McDermott
Chairman and CEO
Pat Casey
Chief Technology Officer & EVP of DevOps
Recent News
2026-01-21
Technology - WSJ.com
2026-01-21
Company data provided by crunchbase