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Head of Program Success

Remote

Organizations today are faced with a dynamic and rapidly changing environment influenced by geopolitical risks, regulatory changes, and security events impacting their people, places, and operations. Disparate physical security systems and data make it difficult to get a clear picture of their current security posture and the path to a more resilient organization. We are here to change that. Bearing brings together the best of ServiceNow to automate incident detection & response, synthesize physical security data, and proactively identify previously unforeseen risks and trends, charting a path to resilience.  We are the first physical security operations platform built natively on ServiceNow.

About this role:

As the Head of Program Success at an early-stage company, you will join the team at a time of critical growth. In this critical role, you will serve as a bridge between our customers, our product, and our platform—helping new customers deploy Bearing on ServiceNow, ensuring their success through measurable outcomes, and feeding insights back into our product development. In the long term, the person in this role will help us to build a consistent, repeatable, and scalable practice around these functions to ensure we maintain our culture, standards, and customer-centric approach. It is not a standard job description, but that’s intentional—at Bearing we need builders, problem-solvers, and collaborators who can flex across responsibilities and grow with the company. 

What You’ll Do:

Customer Onboarding & Success 

  • Lead the technical deployment and configuration of Bearing on ServiceNow in new customer environments, ensuring customers achieve functionality, security, and rapid time-to-value. 
  • Execute core deployment steps including but not limited to: 
    • Permissions Management: Assign appropriate developer and deployment permissions, leveraging system admin roles for installing update sets, moving applications, and assigning custom roles. Ensure permissions are enabled through system properties when required. 
    • Cross-Application Scoping: Define and implement cross-scope access policies. Set privileges through “Application Cross-Scope Access” where modules need to interact with other application scopes. Document source/target scopes, allowed operations, and validate secure access. Implement script includes in target scopes when inter-scope logic is required. 
    • Data Fabric Connections: Configure integrations with ServiceNow’s data fabric or external sources. Validate ACLs, user criteria, MID servers, and network permissions to ensure controlled, secure data flow for both internal and external users. 
  • Partner with solutions consultants, account executives, and leadership to define success metrics, adoption milestones, and quarterly business reviews (QBRs) for our customers, ensuring deployments drive measurable business outcomes. 
  • Provide proactive, hands-on guidance to maximize customer adoption and embed Bearing as a trusted extension of their ServiceNow ecosystem including: 
    • Develop playbooks, documentation, templates and a framework for customer onboarding, implementation, and new version rollouts.  
    • Identify opportunities for automation and standardization in pre- and post-sale processes.  
    • Measure success through metrics (time-release-to-production, NPS, etc.) and KPIs for customer health, adoption, and retention. 

Program Management 

  • Track and support customer implementation projects end-to-end, ensuring scope, timelines, and deliverables are aligned to customer outcomes and Bearing’s ServiceNow deployment best practices. 
  • Oversee ServiceNow-native program execution, including: 
    • Update Set & App Repository Management: Coordinate movement of changes across environments. Validate scope alignment, manage dependencies, and track version control through update sets or app repository. 
    • Backlog & Requirement Management: Translate business requirements into scoped ServiceNow stories and track through Agile boards.  
    • Configuration Governance: Partner with customer ServiceNow administrators to enforce platform policies, validate ACLs, and maintain secure, scalable configurations. 
    • Testing & Staging Coordination: Ensure features are validated in sub-prod environments before production release. Drive user acceptance testing (UAT) with customer stakeholders, run smoke tests, and document validation steps. 
    • Change Management & Release Planning: Prepare release notes, deployment run sheets, and rollback strategies. Coordinate across business teams to align release timing and dependencies. Own the ServiceNow Store marketing page, Customer Knowledge base, and associated documentation. 
  • Serve as the program-level communication bridge across customer stakeholders (physical security, IT, cyber, compliance) and Bearing’s internal teams (engineering, product, customer success). 
  • Continuously refine program management practices by building repeatable templates, workflows, and playbooks for ServiceNow module delivery. 
  • Ensure customer outcomes are measurable by connecting technical deployments to adoption milestones, ROI goals, and Bearing’s quarterly business reviews (QBRs). 

Product Management Support 

  • Aggregate feedback to develop the overall voice of the customer to inform product roadmap and feature prioritization. 
  • Document use cases, feedback, and gaps discovered during onboarding and customer success engagements. 
  • Track competitors and identify market trends and product opportunities. Align with the CEO to contribute to the strategic roadmap.  
  • Support product testing, release validation, and creation of knowledge articles or guides for new features. 

Continuous Improvement & Scale 

  • Develop repeatable playbooks, documentation, and templates for onboarding and customer success. 
  • Identify opportunities for automation and standardization in implementation and support processes. 
  • Help define KPIs for customer health, adoption, and retention. 

What You’ll Need:

  • Experience with ServiceNow (implementation, configuration, or development) is strongly preferred. 
  • 5+ years of experience across a mix of technical program management, customer success, product management, or professional services. 
  • Strong technical acumen with the ability to understand workflows, integrations, and enterprise system landscapes. 
  • Exceptional communication and relationship management skills; able to interact with both executives and technical teams. 
  • Comfortable working in a startup environment: resourceful, adaptable, and able to operate without rigid structures. 
  • Background in corporate/physical security operations, risk, or resilience is a plus. 

Compensation:

  • $135k - $160k annual salary based on experience + equity participation

Our Values:

DREAMING BIG

We constantly challenge ourselves to push boundaries, defy conventional wisdom, and take smart risks by pursuing big opportunities hiding in plain sight.

MOVING FAST

We push ourselves and portfolio companies to build processes and systems that compress time, speed, and decision-making to produce results faster.

EXPECTING MORE

We demand the best from ourselves, our team, and our partners. We create the context for success by providing the appropriate resources, infrastructure, training, and mentorship required to win.

Bearing is an equal opportunity employer, and we value diversity at our company. We don’t discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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