Customer Advocacy Excellence Manager – ServiceNow

Filled
February 9, 2026
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Job Description

Company: ServiceNow
Location: Flexible / Remote / Office-Based (as applicable)
Job Type: Full-Time

About ServiceNow

Founded in San Diego, California (2004), ServiceNow is a global leader in AI-enhanced cloud technology, helping over 8,100 customers, including 85% of the Fortune 500®, streamline operations and work smarter. Our intelligent platform connects people, systems, and processes to empower organizations to deliver better results faster.

Job Summary

We are seeking a Customer Advocacy Excellence Manager to lead and operationalize our newly established advocacy excellence function while performing core customer advocate responsibilities. This role combines strategy execution, operational excellence, and hands-on advocacy, turning strategic concepts into scalable frameworks, resources, and tools that elevate how ServiceNow teams engage with customers and executives.

Key Responsibilities

1. Customer Advocacy Excellence Leadership

  • Build standards, mechanisms, and resources that enhance executive engagement and customer conversations.
  • Operationalize advocate charter, engagement models, and frameworks.
  • Strengthen advocate capabilities through structured learning, forums, and coaching.
  • Develop templates, reusable assets, and a centralized resource hub for advocates.
  • Design innovative executive and customer engagement programs.
  • Ensure cross-functional alignment for consistent adoption of advocacy standards.

2. Customer Advocacy & Executive Engagement

  • Serve as a hands-on customer advocate, modeling excellence standards.
  • Prepare executives with narratives that elevate customer moments.
  • Coach account teams on deal strategy, messaging, and stakeholder alignment.
  • Translate complex ideas into clear, compelling storytelling for proposals, POVs, and briefing materials.
  • Act as a connector across Sales, CS, Product, Legal, and other teams.

Day-to-Day Expectations

  • Support advocate offices and maintain a centralized resource hub.
  • Plan and execute learning sessions, forums, and bootcamps.
  • Draft executive-ready content for advocacy community standards.
  • Simplify workflows through automation and continuous improvement.
  • Participate in selected customer engagements to observe, model, and refine advocacy practices.

Qualifications

Required:

  • 5+ years leading GTM initiatives, enablement, operations, or strategic execution in large enterprises.
  • Strong ability to translate conceptual strategy into structured, scalable mechanisms.
  • Excellent executive-level writing, storytelling, and communication skills.
  • Experience collaborating with senior leaders and cross-functional teams.
  • Strong planning, prioritization, and execution capabilities.

Preferred:

  • Experience designing or delivering training, workshops, or capability-building programs.
  • Understanding of enterprise sales motions and customer engagement cycles.
  • Familiarity with AI and automation tools.
  • Background in B2B SaaS, consulting, GTM strategy, or sales enablement.

Compensation & Benefits

  • Base Pay: $135,300 – $236,800 (plus equity if applicable).
  • Variable/OTE compensation for sales positions.
  • Health plans including medical, flexible spending accounts.
  • 401(k) plan with company match, ESPP, and family leave programs.
  • Flexible time-away policy.
  • Compensation varies by qualifications, experience, and work location.

Additional Information

  • Flexible work personas: remote, office-based, or hybrid depending on role.
  • ServiceNow is an Equal Opportunity Employer.
  • Accommodations available for candidates needing assistance with the application process (contact: globaltalentss@servicenow.com).
  • Employment may be contingent upon export control approvals for certain technologies.

Why Join ServiceNow?

  • Be part of a global leader in AI-enhanced cloud technology.
  • Work on high-impact programs with cross-functional and executive teams.
  • Drive innovation and set advocacy standards that scale globally.
  • Contribute to ServiceNow’s mission to make the world work better for everyone.