The future is bright!

The future is bright!

I have decided that after 9 plus years of leading ServiceNow through hyper-growth that it is time to “shift gears” and retire from the company. This was a difficult decision for me to make but I feel that with Bill McDermott and our outstanding team our organization is well-positioned for me to look at my future in a new way.  

Today, the Customer Success Group at ServiceNow is one of the largest organizations within the company, responsible for all activity that drives ServiceNow’s growth by fielding the world’s best customer-facing teams (Sales, PS, Partners, Training, Customer Success) in the industry. During my tenure revenues have grown by more than 30x. We succeeded because we understood that great products alone were not enough – we also needed great people to drive tangible business outcomes for our customers.

The most satisfying part of this journey has been the relationships that I have made with our employees and customers. I have watched careers grow and customers go from an initial meeting through massive digital transformations driving hundreds of millions of dollars of value. I view the people in the ServiceNow community as friends – I was fortunate enough to build a community of employees and clients that openly share ideas and best practices in the pursuit of our mutual success. Your stories of accomplishment and success have made this journey a joy.   

I’ll stay with ServiceNow to transition through the end of the year. I’ll champion Kevin Haverty and Lara Caimi, two incredible leaders who are elevating their roles. Kevin will serve as Chief Revenue Officer and run global sales, and Lara is stepping in as Chief Customer and Partner Officer, taking over the customer success and partner experiences. Both of them are positioned for greatness; in fact, over the past several years, we’ve co-architected ServiceNow’s go-to-market strategy to $10B in revenue.

Kevin and I go way back. We’ve worked together since 2006. He is one of the most dynamic go-to-market leaders in our business. We share a cultural bond, friendship, and a true focus on innovation and execution, as well as a deep commitment to growing and developing people. Lara and I have worked closely for the past two-plus years. Her strategic capability around customer operations and a relentless focus on customer success will help us and our partners accelerate time to value for our customers – and keep them coming back. I can’t wait to see how Lara’s outside-in mindset drives ServiceNow to be even better. You can read more about their ideas here. 

If there’s one thing I want to leave you with, it’s this: Be your authentic self! The pandemic has made that hard, as we’re sitting on Zoom meeting after Zoom meeting and maybe only showing our personalities with our backgrounds. Bring your authentic self to work. Every part of who you are. What makes you unique. Please accept and respect all people for who they are, support one another’s ideas, encourage creativity, build knowledge, and be passionate.

New Horizons!

David