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About the Role

Lead the strategic vision and execution of lifecycle marketing across our customer journey. Architect an AI-driven, real-time customer engagement model that transforms how customers experience our brand from onboarding through expansion and retention. This role owns the business outcomes of customer activation, engagement, LTV growth, and expansion revenue.

Responsibilities

Own end-to-end lifecycle marketing strategy and accountability for customer activation, engagement, retention, and growth KPIs.
Build and lead a high-performing team including managers, strategists, and lifecycle specialists.
Partner with VP of Customer Excellence to define lifecycle marketing roadmap and annual goals aligned to corporate objectives.
Partner across marketing functions, customer success and product to ensure end-to-end alignment and continuous customer engagement throughout the revenue cycle.
Own accountability for orchestrating lifecycle programs that connect awareness and conversion strategies to adoption, growth, and retention.
Design and execute product led growth strategy for lifecycle marketing, including product qualified lead orchestration, AI driven personalization and agentic workflows that operate at scale.
Establish cross-marketing alignment frameworks and rhythm to ensure lifecycle programs connect seamlessly with demand gen, product marketing, and brand initiatives.
Own content strategy for lifecycle marketing: establish frameworks for developing, modularizing, and activating content across multiple mediums and channels.
Partner with subject matter experts (SMEs), product, and technical teams to develop authoritative, customer-centric content that drives adoption and engagement.
Partner with product marketing and customer success strategy to align lifecycle programs with positioning, messaging frameworks, and competitive differentiation.
Partner with product, IT and operations to operationalize telemetry into AI assisted lifecycle marketing actions that drive activation, adoption, expansion and customer success assist motions.
Lead the strategy for AI-powered in-product engagement and feature adoption programs, ensuring lifecycle marketing complements and amplifies product-led experiences.
Partner with product teams to co-design adoption strategies, align on discoverability for new capabilities, and leverage agentic intelligence to personalize in-product guidance at scale.
Establish governance frameworks for real-time segmentation, personalization, and experimentation at scale.
Define and optimize lifecycle marketing KPIs: customer activation rates, engagement scores, LTV, expansion revenue, churn reduction, win back performance.
Lead transformation from campaign-based to event-driven, always-on customer engagement model powered by AI and real-time customer intelligence.
Lead mar tech strategy and vendor partnerships that enable omnichannel lifecycle activation.
Establish measurement and attribution frameworks that connect lifecycle activities to revenue outcomes.
Lead and influence cross-functional partnerships with Marketing, Customer Success, Sales, Product, and Operations to align on shared lifecycle objectives.

Requirements

10+ years in lifecycle, customer success, retention, or expansion marketing, with 3+ years in a director or senior leadership role.
Proven track record of leading teams and building scalable lifecycle marketing systems.
Strategic expertise in customer journey design, behavioral analytics, and predictive intelligence.
Deep fluency in AI-assisted marketing, real-time personalization, and automation technologies.
Experience supporting or leading Product-Led Growth motions, including PQL strategy, product usage data integration, and sales-assist workflows.
Experience defining and owning customer-centric KPIs and business accountability.
Demonstrated ability to influence cross-functional leaders and drive organizational transformation.
Strong understanding of customer data platforms, marketing automation, and analytics infrastructure.
Content strategy expertise: proven ability to develop, modularize, and activate content across multiple mediums and channels; experience partnering with SMEs and subject matter experts to create authoritative customer-facing content.

Skills

AI-assisted marketing
Real-time personalization
Automation technologies
Product-Led Growth
PQL strategy
Product usage data integration
Sales-assist workflows
Customer journey design
Behavioral analytics
Predictive intelligence
Customer data platforms
Marketing automation
Analytics infrastructure
Content strategy
Mixpanel
Amplitude
Segment
In-product engagement strategies

Location

AMS - North America and Canada

Work Type

Flexible

Experience Level

Director
Senior leadership

Salary/Compensations

$184,100 - $322,200

Benefits

Equity (when applicable)
Variable/incentive compensation
Health plans
Flexible spending accounts
401(k) Plan with company match
ESPP
Matching donations
Flexible time away plan
Family leave programs

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, 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 and conviction records will be considered for employment in accordance with legal requirements.