Content Database

In a saturated market dominated by Gainsight and other incumbents, I helped ServiceNow chart a new path into Customer Success software. Starting from scratch, I turned ambiguous business goals into a clear product vision rooted in user research and strategic frameworks. I led the end-to-end design of core experiences like the Health Framework and Daily Review, and directed three other designers to maintain cohesion across the product. Our work didn't just ship—we delivered a compelling, differentiated experience that customers now describe as more "CSM-minded" than the market leader. This case study shows how I translate complexity into confident execution.