layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

LAYIQ - Principal Product Success Manager - Facilities Management at ServiceNow

Lead innovation and new product adoption.
Champion early adoption and pilot efforts for our new product releases. Collaborate with product teams to validate use cases and drive successful outcomes, particularly around AI-driven capabilities that reduce time-to-value
Architect solutions on our products.
Design solutions that address customer needs agentic AI workflows, system integrations, data architecture, and guardrails that fit cleanly into existing customer landscapes and deliver real value
Drive strategic adoption.
Lead the resolution of complex, high impact customer situations. Drive adoption of our products and support value realization across your customer base
Manage escalations and at-risk accounts.
Serve as the primary escalation point for critical customer issues. Proactively identify at-risk accounts through data and insights, develop remediation strategies, and drive alignment across account stakeholder teams to ensure renewal success
Serve as trusted technical advisor.
Be the senior engineering voice in customer conversations from technical working sessions to executive discussions clearly communicating what's possible, tradeoffs involved, and how to adopt solutions responsibly and safely
Analyze customer use cases and scope solutions.
Work directly with customer business and technical teams to understand their processes, data, and goals. Translate ambiguous problem statements into well-scoped use cases with clear success criteria and measurable outcomes
Influence product strategy.
Partner closely with Product Management and Engineering to feed field learnings back into the platform recurring use cases, gaps, technical friction so the platform improves for all customers. Advocate for roadmap priorities based on real customer impact
Set technical strategy and standards for the group.
Define the multi-engagement technical direction, reference architectures, and reusable deployment patterns that the CEG teams apply across customers, so successful engagements scale rather than being rebuilt each time
Lead the PEx group technically.
Provide architectural direction, review, and mentorship across the group's engagements. Unblock the hardest technical problems and raise the overall standard of solutioning and delivery
A demonstrated track record of designing, deploying, and operating production software and AI solutions in customer-facing settings, with clear evidence of leading complex engagements to successful business outcomes. As a Principal PEx Manager, this person is a recognized technical authority who is highly autonomous: they set the multi-engagement technical strategy and architecture standards the CEG org follows, drive their own agenda in alignment with org goals, navigate organizational ambiguity confidently.

Facilities Management and Employee Workflows domain expertise is mandatory. (Facilities Management, Health and Safety, Core Business Services, Finance, Legal, Contracts etc)
Overall 7+ years of work experience with ServiceNow platform a technical or techno-functional customer facing role, delivering ServiceNow / Facilities Management / Employee Workflows product lines implementations
ServiceNow Certified Master Architect, Certified Technical Architect certifications are desired. Advanced degrees or relevant certifications are a plus but are not a substitute for demonstrated ability to ship reliable solutions with AI-native practices
Customer-facing solution delivery.
Extensive experience working directly with customers to analyze needs, architect solutions, and deploy them to production in a forward-deployed, professional services, solution architecture, or comparable delivery or success role
Agentic AI and applied ML.
Hands on experience designing and operating autonomous agent systems: planning, tool invocation, memory, context design, and guardrails and a working command of the LLM behavior, evaluation, and failure modes needed to reason about and verify agentic solutions in production. This is not an AI research or foundation-model role
Customer engagement and communication.
Excellent communication and stakeholder skills, able to run discovery and working sessions, influence customer technical and executive audiences, and clearly convey capabilities, limitations, tradeoffs, and risk
Experience in shaping strategic programs that span multiple business units, leveraging deep platform and Workplace product expertise and customer insights to influence roadmap and adoption strategies
Possesses deep-rooted expertise and an active presence in the Facilities and Employee workflows industries, leveraging domain knowledge and industry relationships to shape product strategy and drive the success of focused solutions
Experience working with cross-functional teams, including product, process owners, engineers, sales, and marketing professionals
Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry
For positions in this location, we offer a base pay of $190,900 - $300,100
, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location.
Learn more here
. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

Principal Product Success Manager - Facilities Management

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