Senior Staff Product Success Architect

ServiceNow · Remote, United States

That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. Were building an AI-native culture where technology and talent are unstoppable together. The GAIL (Get AI Live) program deploys engineers directly into strategic customer engagements to drive real AI adoption and measurable value realization. The GAIL Team is the permanent engine behind that program: the stable foundation of institutional knowledge, tooling, and senior expertise that makes every engagement, and every rotating engineer, better than the last.
As a Senior Staff Software Engineer on the GAIL Team, you set the strategic direction for how the program scales, own the hardest engagements and escalations, and build the infrastructure and knowledge systems that raise capability across the entire practice. You lead by example on the most complex deployments while shaping how the program evolves to handle harder problems and reach more customers.
Own the most complex, escalated GAIL and Go-Live Support engagements — large-scale enterprise deployments, acquisition integrations, and high-stakes go-lives where program reputation is on the line.
Own and evolve the GAIL playbook and quality standards across the entire practice — defining what great looks like and holding the line on it program-wide.
Drive systemic improvements across customer engagements — identifying patterns in failure modes, complexity, and escalations, and translating them into playbook changes and tooling investments.
Partner deeply with product, engineering leadership, and customer success to translate field signal into product and program improvements.
Represent the program in customer-facing strategic conversations and executive engagements.
8+ years of software engineering experience, with substantial depth in both enterprise product work and hands-on customer or field delivery.
~ Expert-level coding ability in JavaScript and one or more additional languages (Java, Python, or equivalent), with a proven track 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 multiple customer environments and deployment patterns.
~ Proven ability to build, own, and scale shared infrastructure and platforms that multiple teams depend on.
~ Strong mentoring and coaching capability — you actively develop the engineers around you and leave them better than you found them.
~ Excellent communication and presence across technical and non-technical audiences, including customer executives and internal leadership.
~ For positions in this location, we offer a base pay of $171,900 - $300,800 , plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. 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. 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.

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Flexible or Remote