Senior Staff Product Success Architect
ServiceNow1 day ago
Base Salary
$172k - $301k/yr
Responsibilities
- Own complex and escalated GAIL and Go-Live Support engagements, including enterprise deployments, acquisition integrations, and high-stakes go-lives.
- Set the strategic direction and roadmap for GAIL tooling, infrastructure, and shared platform capabilities.
- Own and evolve program-wide playbooks, quality standards, and delivery practices.
- Identify engagement failure patterns and translate them into playbook changes and tooling investments.
- Mentor Team engineers and high-potential rotating engineers.
- Partner with product, engineering leadership, and customer success to convert field insights into product and program improvements.
- Represent the program in strategic customer and executive conversations.
Requirements
- 8+ years of software engineering experience with substantial depth in enterprise product work and hands-on customer or field delivery.
- Expert coding ability in JavaScript and one or more additional languages such as Java or Python, with a record of shipping and scaling production systems.
- Deep experience deploying and integrating AI features and GenAI models, including Now Assist, AI Agents, or equivalent platforms, across customer environments.
- Strong judgment regarding prompt engineering, non-deterministic model behavior, reliability, production readiness, and edge cases.
- Ability to build, own, and scale shared infrastructure and platforms used by multiple teams.
- Strategic judgment regarding standards, tooling, scalability, and long-term program health.
- Strong mentoring, coaching, communication, and executive presence.
- Ability to influence and drive change at program or organizational level without formal authority.
Benefits
- Base pay is $171,900-$300,800, plus equity when applicable, variable or incentive compensation, and benefits.
- Benefits include health plans, flexible spending accounts, a 401(k) plan with company match, ESPP, matching donations, flexible time away, and family leave programs.
- The role has a Flexible or Remote work persona, with eligibility determined by role and location.
- This is a regular employee position in the AMS - North America and Canada region.
Tech Stack
Categories
Forward Deployed
About ServiceNow
ServiceNow builds a cloud platform for enterprise digital workflows, covering IT service management, customer service, HR service delivery, security operations, and operations management, plus tools for custom app development. It sells subscription SaaS to large organizations and public-sector agencies to automate processes and connect data across systems. Founded in 2004 and headquartered in Santa Clara, California, ServiceNow is a public company listed on the NYSE under the ticker NOW.