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Senior Customer Story Development Manager

Element AI

Customer Service

Austin, TX, USA

Posted on Mar 11, 2025

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Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

The Senior Customer Story Development Manager is a key player on the Customer Marketing team, responsible for identifying target customers, capturing their success stories, and delivering high-quality content. This role collaborates with key business stakeholders to build and maintain a pipeline of compelling customer stories, pitch the value of advocacy, conduct in-depth interviews, and oversee the end-to-end content production process.

Key Responsibilities:

Customer Interviews: Conduct in-depth interviews to uncover compelling customer stories, capturing both the narrative arc of their journey and the technical and business details that bring their success to life. When customers share multiple use cases, ensure insights are captured for different teams and outputs while maintaining an excellent customer experience.
Pitching to Customers & Sales Teams: Act as an advocate for the Customer Marketing program, helping customers, partners, and account teams understand the value of participating in advocacy initiatives.
Content Production Management: Own the full content development process, from defining deliverables (slides, case studies, videos, etc.) to securing internal and external approvals. Ensure all content meets ServiceNow’s quality standards and is delivered on time.
Customer Story Strategy & Engagement: Maintain and refine the target customer list for assigned industries or business units. Partner with internal teams to align customer story priorities with business objectives.
Vendor Management: Work with external agencies to ensure content aligns with ServiceNow’s messaging, positioning, and brand voice.
Skills and Capabilities:
Stakeholder Management: Ability to build strong partnerships with marketing, product, sales, and communications teams.
Sales & Persuasion: Strong ability to pitch the value of advocacy programs to customers and internal teams.
Interviewing & Storytelling: Excellent interviewing skills to draw out customer stories and craft compelling narratives aligned with ServiceNow’s messaging.
Project Management: Ability to manage multiple customer stories and oversee the full content production process, ensuring timely delivery.
Content Development: Experience creating and managing various content types (slides, case studies, videos) to meet high-quality standards.
Vendor Collaboration: Skilled at managing external agencies to ensure alignment with brand and content expectations.
Communication & Relationship Building: Strong interpersonal and collaboration skills to engage customers and internal stakeholders effectively.
Industry & Solution Knowledge: Understanding of ServiceNow’s target industries, workflows, and solutions.
Adaptability & Multitasking: Ability to manage multiple projects simultaneously in a fast-paced, high-growth environment.

Qualifications

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.
8+ years of experience in information technology, cloud industries, customer advocacy, customer references, or customer-facing marketing roles.

Proven track record of delivering compelling customer stories—written, video, and stage—with published examples.

Experience working with large brand customers to engage in customer advocacy, including navigating internal approvals for communications and legal teams.

Strong understanding of marketing, sales, and communications priorities, with a history of delivering high-impact customer stories.

Expertise in the AMS market with experience in a SaaS/Enterprise Software company.

Self-starter with a high-energy, results-driven mindset who thrives in a fast-paced environment.

Exceptional communication skills, with the ability to engage cross-functionally and at all levels, including senior leadership.

Curiosity for AI & Innovation: Passion for AI, new technologies, and experimenting with innovative ideas and tools.

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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 [email protected] 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.

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