Inside ServiceNow’s $10B Go-to-Market Engine with Paul Fipps

NEW: @Paul Fipps (President of Global Customer Operations at @ServiceNow) joins GTMnow to break down how ServiceNow built the customer engine behind $10B+ in revenue and 20%+ growth for five consecutive years.From CIO at Under Armour overseeing a 300 million-member connected fitness ecosystem, to now leading global sales, customer success, field marketing, and partners at one of the most disciplined GTM organizations in enterprise software, Paul has seen what it takes to scale from both sides of the table.In this conversation, you'll learn:- Why complacency is a bigger threat than competition at scale- How to detect churn long before it shows up in a report- What a CIO cancelling 900 AI pilots tells you about where enterprise AI is actually headed- How ServiceNow unified sales, customer success, field marketing, and partners into one GTM motion so customers never feel the org chart- Why ServiceNow monitors customer health daily — and what signals their teams actually track- How community became a core GTM advantage, not just a marketing channel- How ServiceNow’s AI Control Tower governs agents across the enterprise stack- Inside “Now on Now”: how ServiceNow generated $335M in annualized AI productivity gains using its own platform- How integrating Claude into the GTM workflow cut account planning from days to minutes- What DTC product thinking from Under Armour unlocked in enterprise GTM- How ServiceNow shifted from 6-month product releases to monthly innovation cycles- Paul’s advice for building a world-class GTM organization: put the best people in the right seatsGuest links: Guest - LinkedIn: https://www.linkedin.com/in/paulfipps/Guest company - LinkedIn: https://www.linkedin.com/company/servicenow/Guest company website: https://www.servicenow.com/Host links:Sophie Buonassisi - LinkedIn: https://www.linkedin.com/in/sophiebuonassisi/Sophie Buonassisi - X (Twitter): https://x.com/sophiebuonaNewsletter: https://thegtmnewsletter.substack.comSponsors:HockeyStack - the AI platform that unifies GTM data to help teams convert, expand, and scale. Learn more at https://www.hockeystack.com/Transcript available under the episode here: https://gtmnow.com/tag/podcast/Subscribe to GTMnow for the latest episodes! https://gtmnow.com/Highlights:The GTMnow Podcast The GTMnow Podcast is a weekly podcast featuring interviews with the top 1% GTM executives, VCs, and founders. Conversations reveal the unshared details behind how they have grown companies, and the go-to-market strategies responsible for shaping that growth.Visit gtmnow.com for more episodes and other interesting content.