CRM Strategies Lead

Company Description
It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone-freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow- helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.
Join us to put AI to work for people.
Job Description
The Role

• As Lead of CRM GTM Strategy, you'll own the strategic direction and operational excellence of our global CRM go-to-market motion. You'll work at the intersection of strategy, program management, and customer success-partnering with executive leadership across Sales, Customer Excellence, Marketing, and Product to drive transformational customer outcomes and accelerate CRM adoption across our customer base.
• This is a high-impact leadership role where you'll:

Shape Strategic Direction

• Define and articulate the CRM GTM strategy, including the operating model, success metrics, and investment priorities that align with enterprise business objectives
• Partner with executive leadership to translate CRM vision into executable, measurable go-to-market programs
• Drive strategic initiatives that fundamentally change how we engage customers-from partner ecosystem strategy to AI-powered customer success models

Lead Organizational Execution

• Establish governance frameworks, decision-making protocols, and performance dashboards that ensure accuracy, accountability and alignment across cross-functional teams
• Own the CRM P&L, including budget allocation, resource planning, and ROI measurement for all CRM-related programs and initiatives
• Influence and mentor a high-performing team of professionals who drive CRM initiatives across global regions

Drive Business Impact

• Measure and communicate business outcomes-customer acquisition cost, win rates, customer lifetime value, and market share gains-to executive stakeholders
• Leverage data and customer intelligence to uncover market opportunities and translate them into winning GTM plays
• Identify and lead strategic programs that directly impact customer acquisition, retention, and expansion in the CRM category

Collaborate Across Functions

• Serve as the strategic connective tissue between Sales, Marketing, Product, Customer Success, and Partner organizations
• Influence and align senior-level leaders on GTM priorities, investment decisions, and operational changes
• Champion a culture of collaboration where cross-functional teams move with speed and clarity toward shared customer outcomes

Drive Continuous Improvement

• Establish a culture of continuous learning and optimization by analyzing market performance, customer feedback, and operational metrics
• Identify system, process, and capability gaps; design and implement solutions that scale
• Stay ahead of market trends and competitive dynamics; challenge the organization to innovate in how we go to market

Qualifications
What you bring:
Leadership & Strategic Mindset

• 8+ years of progressive responsibility in CRM strategy, go-to-market operations, or customer-centric business strategy roles
• Ability to thrive in ambiguity, adapt quickly to change, and maintain focus under pressure
• Strategic thinker who balances long-term vision with short-term execution; comfortable translating ambiguous business challenges into clear, actionable strategy
• Proven track record of navigating ambiguity, building teams, with demonstrated success in developing talent and fostering high-performing cultures

Program & Operations Excellence

• Experience managing complex, cross-functional initiatives with multiple stakeholders and competing priorities with high levels of accuracy
• Ability to handle multiple competing priorities in a fast-paced environment
• Strong analytical skills: ability to design measurement frameworks, interpret data, and make evidence-based decisions with high levels of accuracy
• Deep expertise in program management, business operations, and process optimization-with demonstrated ability to implement systems and governance that drive organizational alignment

Customer & Market Acumen

• Demonstrated passion for understanding customer needs, business challenges, and competitive dynamics
• Experience in B2B enterprise sales, marketing, or customer success environments; strong understanding of CRM as a competitive battleground in enterprise software
• Ability to translate customer insights into strategic imperatives and communicate value clearly to executive audiences

Influence & Communication

• Exceptional executive presence and ability to influence at senior levels without direct authority
• Outstanding communicator who can move fluidly between analytical rigor, strategic narrative, and compelling storytelling
• Skilled at presenting complex ideas clearly to diverse audiences-from C-suite executives to frontline teams

AI-Ready Leadership

• Demonstrated ability to think critically about how AI and automation can enhance decision-making, accelerate processes, and improve customer outcomes
• Track record of leading digital transformation, process automation, or AI-pilot initiatives
• Growth mindset; willingness to learn, experiment, and adapt in a rapidly evolving technology landscape

Additional Strengths

• Experience working in fast-paced, matrix-driven organizations with strong results orientation
• Excellent problem-solving and interpersonal communication skills
• Strong verbal and written communication, including presentation and negotiation skills at executive levels
• Ability to thrive in ambiguity, adapt quickly to change, and maintain focus under pressure

What makes a great fit:

• You've led transformational change in a go-to-market or customer-facing function
• You think like an operator and a strategist-equally comfortable in the details and at 30,000 feet
• You're energized by cross-functional collaboration and influencing outcomes beyond your direct control
• You have a customer-first mindset and understand that operational excellence serves the customer mission
• You're curious about AI and emerging technologies and see them as enablers of human potential, not replacements
• You're looking for a challenge and a clear path to leadership

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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