Senior Staff Product Manager (AI & PLG)

Role overview

Senior Staff Product Manager for AI & Product-Led Motion (AI-Native PLG) at ServiceNow. You will define and scale an AI-native, product-led growth motion across the company’s ITSM portfolio, owning the customer journey from initial AI interaction through enterprise-scale value realization.

Key missions / responsibilities

• Define and execute the IA-native Product-Led Motion strategy for ServiceNow’s native AI capabilities in ITSM.
• Own the customer journey: AI discovery → activation → adoption → expansion → realization of value at scale.
• Build data-driven growth engines by defining:
  • product telemetry and usage intelligence
  • behavioral analytics
  • experimentation frameworks
  • AI-powered insights
• Translate customer behavior and product usage insights into product strategy, roadmap priorities, and measurable business outcomes (e.g., growth in customer lifetime value and revenue).

Requirements

• Experience with AI-powered products, including understanding adoption challenges and customer value creation.
• Ability to operate in ambiguity and build new product capabilities from the ground up.
• Strong product analytics background: telemetry, instrumentation, usage analytics, experimentation, and customer journey optimization.
• Customer empathy and discovery skills; ability to synthesize insights into compelling experiences.
• Proven track record defining and executing Product-Led Motion/Growth/Sales to drive adoption, expansion, and revenue.
• 8+ years in Product Management building/scaling enterprise SaaS, AI, workflow automation, or platform products.
• Experience designing activation/onboarding journeys, in-product messaging, feature discovery, and engagement strategies.
• Analytical skills to define KPIs, run cohort analysis, evaluate funnels, and make decisions based on data.
• Exceptional cross-functional leadership and communication to influence Engineering, Marketing, Sales, Customer Success, and executive stakeholders.

Nice-to-haves

• Experience with AI Agents / Agentic AI / Generative AI or intelligent workflow automation.
• Domain experience in ITSM/ITOM, infrastructure software, or enterprise workflow platforms.
• Experience with growth loops, self-serve adoption models, PQL frameworks, or digital selling motions.
• Familiarity with product analytics/engagement platforms such as Pendo, Amplitude, Mixpanel, or similar.
• Experience with AI personalization/recommendations and usage-based expansion models.
• Experience with enterprise SaaS platforms such as ServiceNow or competing IT management solutions.