Sr Staff Product Manager — AI & PLG

ServiceNow is an innovative company focused on transforming IT Service Management with AI. They are seeking a Sr Staff Product Manager to define and scale an AI-Native Product-Led Motion across their ITSM portfolio, enhancing customer experiences and driving growth.

Responsibilities:

• 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 execution across Engineering, Product Management, Design, Data Science, Product Marketing, Sales, and Customer Success to deliver measurable customer and business outcomes

Requirements:

• 8+ years of Product Management experience building and scaling enterprise SaaS, AI, workflow automation, or platform products
• Proven experience defining and executing Product-Led Motion, Product-Led Growth, or Product-Led Sales strategies that drive customer adoption, expansion, and revenue growth
• Deep understanding of product telemetry, instrumentation, usage analytics, experimentation frameworks, and customer journey optimization
• Demonstrated ability to translate customer behavior and product usage insights into product strategy, roadmap priorities, and measurable business outcomes
• Experience designing activation journeys, onboarding experiences, in-product messaging, feature discovery, and customer engagement strategies
• Strong analytical skills with the ability to define KPIs, perform cohort analysis, evaluate funnels, and use data to drive product decisions
• Experience working with AI-powered products and understanding how AI capabilities create customer value and adoption challenges
• Exceptional cross-functional leadership and communication skills, with the ability to influence Engineering, Marketing, Sales, Customer Success, and executive stakeholders
• Strong customer empathy and discovery skills with the ability to synthesize customer insights into compelling product experiences
• Ability to thrive in ambiguous, fast-moving environments and build new capabilities from the ground up
• Experience with AI Agents, Agentic AI, Generative AI, or intelligent workflow automation
• Experience in IT Service Management (ITSM), IT Operations Management (ITOM), infrastructure software, or enterprise workflow platforms
• Experience building growth loops, self-service adoption models, Product Qualified Lead (PQL) frameworks, or digital selling motions
• Familiarity with product analytics and engagement platforms such as Pendo, Amplitude, Mixpanel, or similar tools
• Experience with AI-powered personalization, recommendation systems, intelligent workflows, or usage-based expansion models
• Experience with enterprise SaaS platforms such as ServiceNow or competitive IT management solutions