Principal Community Growth & Engagement Lead

ServiceNow; Massachusetts; Hybrid; USD 149,000 - 233,000; Full time

Benefits offered by this job

Health plans

401(k) Plan with company match

ESPP

Flexible time away plan

Family leave programs

Job summary

ServiceNow is seeking a Principal Community Manager to drive the growth, health, and long-term sustainability of the ServiceNow Community ecosystem. This role owns engagement strategy, contributor growth, employee participation, gamification, community intelligence, and ecosystem development.

The Principal Community Manager will partner across Product, Marketing, Customer Success, Developer Relations, ServiceNow University, and Community Programs to strengthen participation, develop future

Qualifications

• 8+ years of experience in community management or related fields.
• Proven success growing online communities and contributor ecosystems.
• Experience building engagement, advocacy, ambassador, or contributor programs.
• Strong analytical and data-driven decision-making skills.
• Experience influencing cross-functional stakeholders and driving outcomes without direct authority.
• Excellent communication, presentation, and executive storytelling skills.

Responsibilities

• Develop and execute strategies to increase community participation, engagement, and contributor growth.
• Build programs to recruit, activate, retain, and develop contributors across customers, partners, developers, and employees.
• Create scalable onboarding and engagement experiences that strengthen long-term participation.
• Define and manage community health metrics and success measures.
• Monitor engagement, sentiment, participation trends, and contributor behavior.
• Identify opportunities to improve community vitality, answer quality, and member retention.
• Deliver insights and recommendations to leadership based on community performance.
• Develop programs that increase participation from employees, product teams, engineers, and subject matter experts.
• Partner with stakeholders across the business to improve response coverage and community engagement.
• Connect customer needs and community discussions with the appropriate internal experts.
• Partner with Community Programs, Events, and Developer Relations teams to translate offline engagement into ongoing online participation.
• Create post-event engagement strategies that drive contributor growth and retention.
• Identify high-potential contributors and surface qualified candidates.
• Own the strategy for community incentives, reputation systems, recognition mechanisms, and engagement programs.
• Evaluate the effectiveness of engagement programs and recommend improvements.
• Partner with platform teams to evolve community growth and engagement initiatives.
• Manage the relationship with external moderation partners.
• Establish service expectations, escalation paths, governance processes, and performance measures.
• Ensure moderation practices align with community standards and business objectives.
• Analyze community trends, sentiment, participation patterns, and emerging topics.
• Translate community signals into actionable insights for Product, Marketing, and leadership teams.
• Serve as a strategic advocate for community-driven customer and market insights.

Skills

Community management

Customer advocacy

Developer ecosystems

Analytical decision-making

Stakeholder influence

Executive storytelling

Cross-functional collaboration

Communication skills

Tools

Khoros

Bevy

Higher Logic

Job description

ServiceNow is seeking a Principal Community Manager to drive the growth, health, and long-term sustainability of the ServiceNow Community ecosystem. This role owns engagement strategy, contributor growth, employee participation, gamification, community intelligence, and ecosystem development.

The Principal Community Manager will partner across Product, Marketing, Customer Success, Developer Relations, ServiceNow University, and Community Programs to strengthen participation, develop future