Senior Director, Lifecycle & Customer Excellence Marketing

Company Description

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.

Job Description

Lead the strategic vision and execution of lifecycle marketing across our customer journey. You will architect an AI-driven, real-time customer engagement model that transforms how customers experience our brand from onboarding through expansion and retention. This role owns the business outcomes of customer activation, engagement, LTV growth, and expansion revenue.

Key Responsibilities

• Own end-to-end lifecycle marketing strategy and accountability for customer activation, engagement, retention, and growth KPIs.
• Build and lead a high-performing team (reporting structure established separately) including managers, strategists, and lifecycle specialists.
• Partner with VP of Customer Excellence to define lifecycle marketing roadmap and annual goals aligned to corporate objectives.
• Partner across marketing, functions (demand generation, product marketing, brand), customer success and product to ensure end-to-end alignment and continuous customer engagement throughout the revenue cycle. Own accountability for orchestrating lifecycle programs that connect awareness and conversion strategies to adoption, growth, and retention.
• Design and execute product led growth strategy for lifecycle marketing, including product qualified lead orchestration, AI dr