A major leadership transition is underway at ServiceNow. Paul Smith, the company’s high-profile President of Global Customer and Field Operations, has stepped down — setting the stage for Paul Fipps, a seasoned executive and U.S. Army veteran, to take the reins.
Smith’s departure, effective April 23, 2025, was quietly included in ServiceNow’s Q1 earnings announcement. Though he will remain in an advisory role through September to help ensure continuity, his exit marks the end of a transformative tenure. Smith joined the company in 2020 after a successful run at Salesforce and quickly became a driving force behind partner alignment, customer trust, and go-to-market momentum.
Stepping up is Paul Fipps, a four-year veteran of ServiceNow who has already worn several strategic hats, including EVP of Worldwide Sales and head of customer and partner excellence. His career also spans leadership roles at Under Armour, where he served as Chief Experience Officer and led the connected fitness division.
This executive shift isn’t just about succession — it’s a signal. As ServiceNow leans harder into enterprise AI and digital transformation, leadership at the customer front is more crucial than ever. Fipps is uniquely positioned to deliver. His track record combines digital acumen with operational rigor, aligning perfectly with ServiceNow’s ambitions to scale customer impact while pushing innovation at speed.
Industry voices are already weighing in. Jason Wojahn, CEO of leading ServiceNow partner Thirdera (now part of Cognizant), praised Smith’s legacy:
“He bridged the gap between ServiceNow, its partners, and its customers. He brought energy, clarity, and a deep understanding of the ecosystem.”
Wojahn also expressed confidence in the incoming executive:
“Fipps has a unique opportunity to build on that foundation and elevate ServiceNow’s value for enterprise customers.”
ServiceNow’s leadership change comes at a time when enterprises are doubling down on AI-driven efficiency, automation, and employee experience. In this environment, customer success is more than a metric — it’s a growth engine. Fipps’ appointment shows ServiceNow understands that.
As the enterprise tech space continues to evolve, all eyes will be on how Fipps executes — and how this move helps shape ServiceNow’s next chapter.