Director, Customer Outcomes GTM

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
This role sits within the Customer Excellence Group (CEG) serving ServiceNow Regulated Industries customers. Our purpose is to accelerate platform adoption and deliver relevant industry outcomes that realize our customers' transformation ambitions. We do this through a portfolio of services delivered by world-class consultants and success professionals, proven leading practices, methodologies, and tools, and a strong ecosystem of partners.
What you get to do in this role
As a Go-To-Market (GTM) Director, you will lead a team of Services Account Executives (SAEs) who sell Customer Success offerings, Implementation and Advisory Services that drive adoption, value realization, and business outcomes for our customers.

• Lead, coach, and scale a high-performing SAE team across Regulated Industries; set a talent strategy, build bench strength, and create an attractive place to work.
• Own the services GTM plan for your market area: coverage model, territory plans, target account lists, quota setting, and end-to-end forecast governance.
• Create net-new pipeline and accelerate pursuits; guide value-based selling motions and executive alignment (VP/CxO) to shape multi-year roadmaps and outcomes.
• Partner across ServiceNow (Software Sales AEs, CEG, Solution Sales, Product BUs, Marketing) and with our delivery partners to design winning pursuit strategies and delivery approaches.
• Run high-quality deal reviews: solutioning/scoping oversight, proposal excellence, commercial strategy, pricing guardrails, and margin/viability checks.
• Drive customer value realization: attach the right mix of services to product sales, align on success plans, and ensure time-to-value and adoption milestones are achieved.
• Strengthen the ecosystem: define partner strategy and mix, enable partner readiness, and resolve resourcing gaps to ensure the right talent is on every engagement.
• Be a data-driven operator: inspect pipeline health, coverage, velocity, win rates, attach rates, forecast accuracy, delivery utilization, and gross margin, acting quickly on insights.
• Champion culture and change: set clear objectives, foster accountability, reward creativity and innovation, and model adaptability in a dynamic, competitive environment.

Leadership competencies

• Talent builder: Identifies capability gaps, attracts key talent, and establishes coaching/mentoring to grow future leaders.
• Executive influence: Crafts compelling business cases, gains buy-in, and negotiates skillfully with internal and external stakeholders.
• Operational rigor: Aligns plans across teams, allocates resources to priorities, and sets aggressive yet realistic timelines.
• Innovation & agility: Challenges teams to generate breakthrough ideas and embeds flexibility in structures, systems, and culture.
• Customer obsession: Creates urgency around meeting customer needs; builds broad internal/external networks to stay ahead of industry shifts and amplify impact.

Qualifications
To be successful in this role, you have

• 10+ years of enterprise services sales leadership (SaaS/professional services), including leading quota-carrying teams.
• Proven success in regulated industries (e.g., Healthcare & Life Sciences, Financial Services) and in post-sales adoption/value realization motions.
• Demonstrated excellence in executive engagement, solutioning/scoping, complex deal leadership, and partner ecosystem management.
• Strong operating cadence around forecasting, pipeline inspection, and performance management; comfort with dashboards and metrics.
• A builder's mindset: establish standards, simplify processes, and scale what works-without losing speed.
• Exceptional communication skills; able to align diverse stakeholder groups to decisive action.

Key performance indicators

• Services bookings & growth, attach rate to product sales, and win rate
• Pipeline coverage & velocity, forecast accuracy
• Delivery utilization and revenue realization
• Time-to-value, adoption milestones, CSAT/NPS, and renewal impact/uplift

Location & travel
Flexible/remote within the region; ~25-40% travel depending on customer and team needs.
For positions in this location, we offer a base pay of $170,200 - $297,900, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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