A big change has taken place in the ServiceNow C-suite as Smith is stepping down as president of global customer and field operations and transitioning to an advisory role for the next several months. Fipps is stepping up as new president of global customer operations.
Paul Smith, one of ServiceNow’s most visible top executives, has decided to step down from his role as the company’s president of global customer and field operations.
Stepping up to take over as ServiceNow’s new president of global customer operations is Paul Fipps, a four-year veteran of the Santa Clara, Calif.-based developer of AI-focused business transformation technology.
ServiceNow did not respond to a request for more information by press time.
[Related: ServiceNow Launches Significant AI Agent Expansion, Reports Annual Growth]
However, the company noted Smith’s (pictured) departure in a statement on the company’s first fiscal quarter 2025 financial results.
“On April 21, 2025, Paul Smith notified the Company of his decision to resign from his position as the Company’s President, Global Customer and Field Operations, effective April 23, 2025. Smith will continue to serve in an advisory role until no later than September 30, 2025, to ensure a seamless transition and go‑to‑market continuity. He is succeeded by Paul Fipps, who was appointed President of Global Customer Operations. Fipps has a distinguished track record as a U.S. Army veteran and a C‑level technology leader,” the company wrote.
Smith was a great leader for ServiceNow, said Jason Wojahn, CEO at ServiceNow channel partner Thirdera, which was acquired by Cognizant in late 2023.
“He did an extraordinarily good job in bridging the gap between customers and partners and ServiceNow,” Wojahn told CRN. “I was extremely impressed with his leadership.”
Several things helped Smith stand out in terms of his leadership at ServiceNow, Wojahn said.
“I think he stepped in at a time where somebody had to make an immediate contribution, and he did that,” he said. “And in addition to that, he built further bridges with partners and customers and brought a high acumen and great energy as well for what we do and a good understanding of what we do as well. All those things together made him a delight to work with.”
Wojahn also said that he has talked with Fipps many times, and that with his experience he will be an asset to ServiceNow going forward.
“Fipps has a unique opportunity to use his experience to bring value to ServiceNow’s customers,” he said.
Smith joined ServiceNow in mid-2020 after an eight-plus-year stint at Salesforce, where he left as executive vice president and general manager of the company’s U.K. business. He started his ServiceNow career as president of the company’s EMEA business.
Fipps joined ServiceNow in March 2021 as senior vice president of customer and partner excellence after a seven-year stint at Under Armour where he left as president of the company’s connected fitness business and its chief experience officer. He most recently served as executive vice president of worldwide sales.