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
About the role
We are seeking a strategic and customer-focused Senior Renewal Account Manager to lead the expansion and retention of our customer base across the ASEAN region. This is a pivotal role that combines account management excellence with renewal strategy—driving revenue sustainability. You will own the complete renewal lifecycle, from mid-contract planning through completion, for enterprise and mid-market accounts across the ASEAN territories.
Key responsibilities
- Develop and execute renewal strategies that maximize NNACV while ensuring customer satisfaction and long-term partnership growth
- Build and maintain deep relationships with key stakeholders across customer accounts
- Collaborate with Sales, Customer Success, and Solution Consulting teams to identify upsell and expansion opportunities
- Lead contract negotiations and coordinate legal and finance teams to close renewals
- Create data-driven account plans using ServiceNow Renewals methodologies
- Monitor account health using CSP and analytics; identify and mitigate at-risk renewals early
- Forecast accurately and manage pipeline discipline across the ASEAN renewal portfolio
- Represent ServiceNow at customer executive business reviews and strategic planning sessions
- Mentor junior renewal managers and RAMs; share best practices and drive team performance
- Drive adoption of ServiceNow Renewals methodologies, tools, and processes
Required qualifications
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
- 10+ years of enterprise software account management or renewals experience
- Demonstrated ability to manage complex, multi-stakeholder accounts ($1M+ ACV preferred)
- Strong commercial acumen and financial metrics expertise
- Excellent communication skills across all organizational levels
- Experience with customer success methodologies and adoption strategies
- Proficiency with CRM systems and analytics platforms
- Bachelor degree in Business, Finance, or equivalent professional experience
Preferred qualifications
- Experience in SaaS renewals or platform consolidation
- Knowledge of ServiceNow products or digital workflow market
- Background in IT, Finance, or Customer Success operations
- Multilingual capability (English + local ASEAN languages)
- Track record of closing expansion deals within existing accounts
What we look for
You are a strategic partner to your customers—not a transactional renewal contact. You listen carefully, ask incisive questions, and develop tailored solutions. You balance empathy with commercial focus: you genuinely care about customer success while driving disciplined revenue growth. You thrive in ambiguity, own your outcomes, and inspire teams to do the same. You are adaptable, resilient, and energized by building long-term relationships in a dynamic, fast-growing region.
What we offer
This is a unique opportunity to lead renewals strategy in one of the most dynamic regions for enterprise software adoption. You will:
- Own a strategic portfolio of accounts and drive measurable revenue and retention impact
- Work with a world-class renewals organization committed to innovation and excellence
- Access best-in-class tools and training through ServiceNow University and the Renewals Center of Excellence
- Collaborate across geographies and functions in a highly cross-functional environment
- Be part of a company transforming how the world works
About our APAC Renewals organization
The ServiceNow Renewals organization is the engine of sustainable growth and customer loyalty.
Singapore is our regional hub for ASEAN. This role places you at the center of that growing market, working closely with regional leadership and the broader Asia-Pacific organization.
Additional InformationWork 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, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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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ServiceNow Melbourne, Victoria, AUS Office
Olderfleet, 477 Collins Street, Melbourne, Victoria, Australia, 3000
