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High Alpha · 5 days ago

Head of Program Success

United States

Full-time

Remote

Lead/Staff, Director/Executive

$135K/yr - $160K/yr

5+ years exp

Bearing is an early-stage company focused on enhancing physical security operations through its innovative platform built on ServiceNow. The Head of Program Success will play a crucial role in bridging customers with the product, ensuring successful deployments, and fostering a customer-centric approach while driving measurable outcomes and insights back into product development.

Enterprise SoftwareFinanceSaaSSoftwareVenture Capital

Responsibilities

Lead the technical deployment and configuration of Bearing on ServiceNow in new customer environments, ensuring customers achieve functionality, security, and rapid time-to-value

Execute core deployment steps including but not limited to:

Permissions Management: Assign appropriate developer and deployment permissions, leveraging system admin roles for installing update sets, moving applications, and assigning custom roles. Ensure permissions are enabled through system properties when required

Cross-Application Scoping: Define and implement cross-scope access policies. Set privileges through “Application Cross-Scope Access” where modules need to interact with other application scopes. Document source/target scopes, allowed operations, and validate secure access. Implement script includes in target scopes when inter-scope logic is required

Data Fabric Connections: Configure integrations with ServiceNow’s data fabric or external sources. Validate ACLs, user criteria, MID servers, and network permissions to ensure controlled, secure data flow for both internal and external users

Partner with solutions consultants, account executives, and leadership to define success metrics, adoption milestones, and quarterly business reviews (QBRs) for our customers, ensuring deployments drive measurable business outcomes

Provide proactive, hands-on guidance to maximize customer adoption and embed Bearing as a trusted extension of their ServiceNow ecosystem including:

Develop playbooks, documentation, templates and a framework for customer onboarding, implementation, and new version rollouts

Identify opportunities for automation and standardization in pre- and post-sale processes

Measure success through metrics (time-release-to-production, NPS, etc.) and KPIs for customer health, adoption, and retention

Track and support customer implementation projects end-to-end, ensuring scope, timelines, and deliverables are aligned to customer outcomes and Bearing’s ServiceNow deployment best practices

Oversee ServiceNow-native program execution, including:

Update Set & App Repository Management: Coordinate movement of changes across environments. Validate scope alignment, manage dependencies, and track version control through update sets or app repository

Backlog & Requirement Management: Translate business requirements into scoped ServiceNow stories and track through Agile boards

Configuration Governance: Partner with customer ServiceNow administrators to enforce platform policies, validate ACLs, and maintain secure, scalable configurations

Testing & Staging Coordination: Ensure features are validated in sub-prod environments before production release. Drive user acceptance testing (UAT) with customer stakeholders, run smoke tests, and document validation steps

Change Management & Release Planning: Prepare release notes, deployment run sheets, and rollback strategies. Coordinate across business teams to align release timing and dependencies. Own the ServiceNow Store marketing page, Customer Knowledge base, and associated documentation

Serve as the program-level communication bridge across customer stakeholders (physical security, IT, cyber, compliance) and Bearing’s internal teams (engineering, product, customer success)

Continuously refine program management practices by building repeatable templates, workflows, and playbooks for ServiceNow module delivery

Ensure customer outcomes are measurable by connecting technical deployments to adoption milestones, ROI goals, and Bearing’s quarterly business reviews (QBRs)

Aggregate feedback to develop the overall voice of the customer to inform product roadmap and feature prioritization

Document use cases, feedback, and gaps discovered during onboarding and customer success engagements

Track competitors and identify market trends and product opportunities. Align with the CEO to contribute to the strategic roadmap

Support product testing, release validation, and creation of knowledge articles or guides for new features

Develop repeatable playbooks, documentation, and templates for onboarding and customer success

Identify opportunities for automation and standardization in implementation and support processes

Help define KPIs for customer health, adoption, and retention

Qualification

ServiceNow implementationTechnical program managementCustomer successProduct managementTechnical acumenRelationship managementCorporate security knowledgeCommunication skillsAdaptabilityProblem-solvingCollaboration