Sr Staff Product Manager — AI & PLG

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, 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. And we're just getting started. Join us to put AI to work for people.

About the role At ServiceNow, we're radically transforming IT Service Management with AI by delivering on our vision of Autonomous IT —enabling organizations to move from reactive operations to intelligent, proactive, and autonomous service operations. We're now extending that vision by fundamentally changing how customers discover, adopt, and expand ServiceNow's AI capabilities through a new AI-Native Product-Led Motion. We're looking for a Sr Staff Product Manager to define and scale this AI-Native Product-Led Motion across our AI-native ITSM portfolio . You'll own the customer journey from first AI interaction through activation, adoption, expansion, and enterprise-scale value realization. Leveraging product telemetry, behavioral analytics, AI-powered insights, and experimentation, you'll create product-led experiences that accelerate adoption, unlock new customer segments, expand our addressable market, and drive measurable growth in customer lifetime value and revenue. This is a highly strategic role at the intersection of AI, product management, customer experience, and go-to-market strategy. Your work will directly influence how millions of IT professionals experience ServiceNow's Autonomous IT vision while building the growth engine behind the next generation of AI-native ITSM products. You'll combine AI capabilities, product telemetry, usage intelligence, experimentation, and customer-centric design to create exceptional product experiences that accelerate adoption and drive measurable business growth.

Define and execute the AI-Native Product-Led Motion strategy for AI-native ITSM capabilities, driving adoption, expansion, and growth across existing customers and new markets. Own the AI customer journey from initial discovery and activation through adoption, expansion, and enterprise-scale value realization. Partner with feature teams to ensure every new AI capability is designed with telemetry, discoverability, activation, and expansion built in from day one. Build data-driven growth engines by defining product telemetry, usage intelligence, behavioral analytics, experimentation frameworks, and AI-powered insights to understand customer behavior and optimize adoption. Design product-led experiences including onboarding, in-product guidance, recommendations, nudges, and lifecycle engagement strategies that accelerate AI activation, time-to-value, and feature adoption. Develop and scale Product Qualified Lead (PQL) models and product-to-sales engagement motions that connect customer usage signals to expansion opportunities and sales acceleration. Identify opportunities to expand ServiceNow's addressable market by leveraging customer insights, usage patterns, and AI-powered experiences to unlock new segments, use cases, and markets. Use experimentation and analytics to measure and improve key growth metrics including activation, adoption, conversion, retention, expansion, customer lifetime value, and revenue impact. Influence product strategy and roadmap priorities through customer research, competitive insights, market analysis, and product usage data. Lead cross-functional