Digital CS Program Lead — Adoption & Retention

ServiceNow; California (MO); Hybrid; USD 116,000 - 192,000; Full time

Benefits offered by this job

Equity

Health plans

401(k) with company match

ESPP

Matching donations

Flexible time away plan

Family leave programs

Job summary

ServiceNow is hiring a Digital Customer Success Program lead within CS Operations to design and run a scaled, digital-first engagement program for Mid-Market customers, driving product adoption, customer health, and Gross Revenue Retention (GRR).

You will own the digital journey from onboarding through renewal, building scalable plays and campaigns that deliver value at scale while coordinating with human touch when signals indicate risk or expansion opportunities.

Qualifications

• 5-10 years in Customer Success, CS Ops, Digital CS, Lifecycle Marketing, or Product Adoption roles.
• Proven success improving adoption and retention in a SaaS environment.
• Experience building and launching a digital CS program.

Responsibilities

• Design and run lifecycle programs to accelerate onboarding and adoption.
• Create targeted engagement campaigns based on usage and maturity.
• Develop automated interventions for at-risk customers.
• Partner with Product and Marketing to scale CS initiatives.

Skills

Customer Success

Digital CS

Lifecycle Marketing

Product Adoption

Segmentation

Tools

CRM systems

Marketing automation

AI tooling

Job description

ServiceNow is hiring a Digital Customer Success Program lead within CS Operations to design and run a scaled, digital-first engagement program for Mid-Market customers, driving product adoption, customer health, and Gross Revenue Retention (GRR).

You will own the digital journey from onboarding through renewal, building scalable plays and campaigns that deliver value at scale while coordinating with human touch when signals indicate risk or expansion opportunities.