Senior Director, AI-Driven Lifecycle Marketing

Servicenow; New York (NY); On-site; USD 184,000 - 322,000; Full time

Benefits offered by this job

Health plans

401(k) Plan with company match

ESPP

Matching donations

Flexible time away plan

Family leave programs

Job summary

ServiceNow in New York seeks a seasoned lifecycle marketing executive to own strategy from onboarding to expansion, driving activation, engagement, and revenue. You will build a high-performing team and partner with Marketing, Product, and Customer Success to deploy AI-powered, real-time personalization and product-led growth initiatives.

This role defines KPIs, governance, and omnichannel activation, while aligning with broader business objectives and ensuring customer value at scale.

Qualifications

• 10+ years in lifecycle, customer success, retention, or expansion marketing; 3+ years in a director or senior leadership role.
• Proven track record of leading teams and 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 and product telemetry integration.
• Experience owning customer-centric KPIs and cross-functional influence.
• Strong ability to drive organizational transformation and scale Martech ecosystems.
• Knowledge of customer data platforms, marketing automation, and analytics infra.
• Content strategy expertise across multiple mediums; collaborate with SMEs to create authoritative content.

Responsibilities

• Own end-to-end lifecycle marketing strategy and KPI accountability.
• Build and lead a high-performing lifecycle marketing team.
• Define lifecycle marketing roadmap with VP of Customer Excellence.
• Collaborate across marketing, demand gen, product marketing, brand, CS and product for end-to-end alignment.
• Design and execute AI-powered in-product engagement and adoption programs.
• Establish governance for real-time segmentation and experimentation.
• Define and optimize KPIs: activation, engagement, LTV, expansion, churn.
• Lead transformation to event-driven, always-on customer engagement powered by AI.
• Oversee martech strategy and vendor partnerships for omnichannel activation.
• Establish measurement and attribution frameworks linking activities to revenue.

Skills

Lifecycle marketing

Customer success

Retention

Expansion marketing

AI-assisted marketing

Real-time personalization

Automation technologies

Product-Led Growth

PQL strategy

Analytics platforms

Tools

Mixpanel

Amplitude

Segment

Job description

ServiceNow in New York seeks a seasoned lifecycle marketing executive to own strategy from onboarding to expansion, driving activation, engagement, and revenue. You will build a high-performing team and partner with Marketing, Product, and Customer Success to deploy AI-powered, real-time personalization and product-led growth initiatives.

This role defines KPIs, governance, and omnichannel activation, while aligning with broader business objectives and ensuring customer value at scale.