Senior Product Success Manager

<p>Job Title: Product Success Manager - AICT&#xa0;</p><p>Location – EMEA / UK&#xa0;</p><p>Description&#xa0;</p><p>ServiceNow is the industry-leading platform for enterprise AI governance and digital transformation. Our AI Control Tower (AICT) solution enables organizations to achieve responsible AI adoption at scale—managing AI inventory, assessing risks, ensuring regulatory compliance, and driving operational excellence.&#xa0;</p><p>To sustain our explosive growth in the AI governance space, we are looking for customer-focused professionals who are passionate about helping enterprises navigate the rapidly evolving AI landscape. We seek talented individuals who thrive at the intersection of technology, regulatory compliance, and customer success.&#xa0;</p><p>The Product Excellence (PEx) team leverages deep product expertise to solve implementation and adoption challenges for customers. We collaborate with product and cross-functional teams, sharing customer insights to drive innovation, scale, and product improvements.&#xa0;</p><p>We are seeking a Product Excellence Manager who will drive customer adoption and success through strategic engagement, workshops, and enablement—serving as the trusted advisor who translates AI governance requirements into successful AICT implementations.&#xa0;</p><p>People who are more interested in how things could become.  Accelerate your career and succeed in an environment where you can make an impact daily.  We invite you to join in to stand out.  &#xa0;</p><p>What you get to do in this role:&#xa0;</p><p><em>Customer Engagement &amp; Adoption</em>&#xa0;</p><p>Guide customers through AI governance implementations, including AI inventory management, risk assessments, compliance workflows, and control attestations.&#xa0;</p><p>Support&#xa0;customer engagements focused on EU AI Act compliance, responsible AI practices, and enterprise AI governance frameworks.&#xa0;</p><p>Build trusted customer relationships by coupling AI governance&#xa0;expertise&#xa0;with consultative customer engagement.&#xa0;</p><p><em>Product Feedback &amp; Collaboration</em>&#xa0;</p><p>Act as the voice of our customers, synthesizing AI governance&#xa0;needs&#xa0;and product feedback for product management teams.&#xa0;</p><p>Collaborate with&#xa0;various&#xa0;teams on escalated issues, translating customer impact and business context to inform prioritization.&#xa0;</p><p>Contribute to product roadmap discussions by&#xa0;identifying&#xa0;adoption barriers and feature enhancement opportunities.&#xa0;</p><p><em>Scale &amp; New Product Introduction (NPI)</em>&#xa0;</p><p>Support NPI launches by driving customer readiness, coordinating early adoption programs, and gathering launch feedback.&#xa0;</p><p>Create scalable enablement assets including&#xa0;adoption&#xa0;playbooks, configuration guides, best practice documentation, and customer success stories.&#xa0;</p><p>Mentor field resources and implementation partners on AI governance best practices and AICT implementation methodologies.&#xa0;</p><p>Support configuration of AICT applications, workflows, and portals to meet customer-specific requirements (with Architect support for complex scenarios).&#xa0;</p><p>Required Qualifications</p><p><em>Experience and&#xa0; Background</em>&#xa0;</p><p>over 7 years of experience in a B2B client facing role (Customer Success, Business Analyst, Professional Services, or Solution Consulting)&#xa0;</p><p>Demonstrated success driving customer adoption and satisfaction for enterprise software solutions</p><p>ServiceNow platform (CMDB, discovery, IT Service maps, dependency map, APIs&#xa0; integrations)&#xa0;experience ideal.&#xa0;</p><p>&#xa0;GRC domain SME is an added advantage. &#xa0;</p><p><em>Domain Knowledge</em>&#xa0;</p><p>Strong understanding of AI governance concepts, responsible AI frameworks, or regulatory compliance. EU AI Act, NIST AI RMF, or ISO 42001 experience is highly desirable.&#xa0;</p><p>Familiarity with enterprise AI ML platf ... (truncated, view full listing at source)