Director, Customer Outcomes Go To Market

Director, Customer Outcomes Go To Market

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

This role sits within the Customer Excellence Group (CEG) serving ServiceNow Regulated Industries customers. Our purpose is to accelerate platform adoption and deliver relevant industry outcomes that realize our customers' transformation ambitions. We do this through a portfolio of services delivered by world-class consultants and success professionals, proven leading practices, methodologies, and tools, and a strong ecosystem of partners.

What you get to do in this role As a Go-To-Market (GTM) Director, you will lead a team of Services Account Executives (SAEs) who sell Customer Success offerings, Implementation and Advisory Services that drive adoption, value realization, and business outcomes for our customers.

Lead, coach, and scale a high-performing SAE team across Regulated Industries; set a talent strategy, build bench strength, and create an attractive place to work.

Own the services GTM plan for your market area : coverage model, territory plans, target account lists, quota setting, and end-to-end forecast governance.

Create net-new pipeline and accelerate pursuits; guide value-based selling motions and executive alignment (VP / CxO) to shape multi-year roadmaps and outcomes.

Partner across ServiceNow (Software Sales AEs, CEG, Solution Sales, Product BUs, Marketing) and with our delivery partners to design winning pursuit strategies and delivery approaches.

Run high-quality deal reviews : solutioning / scoping oversight, proposal excellence, commercial strategy, pricing guardrails, and margin / viability checks.

Drive customer value realization : attach the right mix of services to product sales, align on success plans, and ensure time-to-value and adoption milestones are achieved.

Strengthen the ecosystem : define partner strategy and mix, enable partner readiness, and resolve resourcing gaps to ensure the right talent is on every engagement.

Be a data-driven operator : inspect pipeline health, coverage, velocity, win rates, attach rates, forecast accuracy, delivery utilization, and gross margin, acting quickly on insights.

Champion culture and change : set clear objectives, foster accountability, reward creativity and innovation, and model adaptability in a dynamic, competitive environment.

Leadership competencies

Talent builder : Identifies capability gaps, attracts key talent, and establishes coaching / mentoring to grow future leaders.

Executive influence : Crafts compelling business cases, gains buy-in, and negotiates skillfully with internal and external stakeholders.

Operational rigor : Aligns plans across teams, allocates resources to priorities, and sets aggressive yet realistic timelines.

Innovation & agility : Challenges teams to generate breakthrough ideas and embeds flexibility in structures, systems, and culture.

Customer obsession : Creates urgency around meeting customer needs; builds broad internal / external networks to stay ahead of industry shifts and amplify impact.

To be successful in this role, you have

10+ years of enterprise services sales leadership (SaaS / professional services), including leading quota-carrying teams.

Proven success in regulated industries (e.g., Healthcare & Life Sciences, Financial Services) and in post-sales adoption / value realization motions.

Demonstrated excellence in executive engagement, solutioning / scoping, complex deal leadership, and partner ecosystem management.

Strong operating cadence around forecasting, pipeline inspection, and performance management; comfort with dashboards and metrics.

A builder's mindset : establish standards, simplify processes, and scale what workswithout losing speed.

Exceptional communication skills; able to align diverse stakeholder groups to decisive action.

Key performance indicators

Services bookings & growth, attach rate to product sales, and win rate

Pipeline coverage & velocity, forecast accuracy

Delivery utilization and revenue realization

Time-to-value, adoption milestones, CSAT / NPS, and renewal impact / uplift

Location & travel Flexible / remote within the region; ~2540% travel depending on customer and team needs.