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About the Role

As Lead of CRM GTM Strategy, you will own the strategic direction and operational excellence of the global CRM go-to-market motion. You will 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.

Responsibilities

• Define and articulate the CRM GTM strategy, including the operating model, success metrics, and investment priorities.
• 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.
• Establish governance frameworks, decision-making protocols, and performance dashboards.
• Own the CRM P&L, including budget allocation, resource planning, and ROI measurement.
• Influence and mentor a high-performing team of professionals.
• Measure and communicate business outcomes 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.
• 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.
• Establish a culture of continuous learning and optimization.
• 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.

Requirements

• 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.
• Proven track record of navigating ambiguity, building teams, and developing talent.
• Experience managing complex, cross-functional initiatives with multiple stakeholders.
• 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.
• Deep expertise in program management, business operations, and process optimization.
• 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.
• 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.
• 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.
• 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.
• You've led transformational change in a go-to-market or customer-facing function.
• You think like an operator and a strategist.
• You're energized by cross-functional collaboration and influencing outcomes beyond your direct control.
• You have a customer-first mindset.
• You're curious about AI and emerging technologies.
• You're looking for a challenge and a clear path to leadership.

Skills

• CRM strategy
• Go-to-market operations
• Customer-centric business strategy
• Program management
• Business operations
• Process optimization
• Data analysis
• Executive communication
• Strategic planning
• AI and automation
• Digital transformation
• Problem-solving
• Negotiation

Location

• APAC - Asia Pacific

Work Type

• Flexible
• Remote

Experience Level

• 8+ years of progressive responsibility

About the Company

• 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.

Equal Opportunity

• 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.
• 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.
• 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.