Paul Fipps
ServiceNowAbout Paul Fipps
President, Global Customer Operations at ServiceNow (NOW). Leads Global Sales, Customer Success, Partner Ecosystems, and Field Operations; previously EVP Worldwide Sales, President Global Industries & Strategic Growth (launched ServiceNow Impact; helped drive ~40% of company revenue in strategic growth) and Chief Experience Officer at Under Armour; U.S. Army veteran. Education: B.S. in Information Systems and MBA (University of Baltimore); Wharton Advanced Management Program. Appointed President, Global Customer Operations on April 21, 2025
Company performance context during his tenure: Q1 2025 subscription revenue $3,005m (+19% YoY), cRPO $10.31b (+22% YoY), RPO $22.1b (+25% YoY) . ServiceNow’s 5‑year TSR significantly outperformed its peer group and the S&P 500 .
Past Roles
| Organization | Role | Years | Strategic Impact |
|---|---|---|---|
| ServiceNow | President, Global Customer Operations | 2025–present | Leads global go-to-market, customer operations; scaling AI-led adoption and commercial coverage |
| ServiceNow | EVP Worldwide Sales | 2024–2025 | Led global sales; helped scale growth engine |
| ServiceNow | President, Global Industries & Strategic Growth | 2023–2024 | Co-created industry solutions; helped drive ~40% of revenue |
| ServiceNow | Launched ServiceNow Impact | 2021–2022 | Value acceleration solution; one of fastest-growing products |
| Under Armour | Chief Experience Officer; President, Connected Fitness | — | Led global DTC, Connected Fitness, digital transformation and subscription business model |
| U.S. Army | 82nd Airborne Division | — | Mission-first leadership foundation |
External Roles
| Organization | Role | Years | Strategic Impact |
|---|---|---|---|
| — | — | — | No public company directorships disclosed. |
Fixed Compensation
- Specific base salary, target bonus %, or actual bonus for Paul Fipps are not disclosed in filings. Company-wide framework shows NEO base salaries and annual cash incentive targets (e.g., CEO base $1.35m; NEO annual incentive targets range 100–125% of base; 2024 payout 99.3% of target), indicating strong pay-for-performance design .
- Stock ownership guidelines updated in 2025: CEO 6x salary; other executive officers 3x salary (vested RSUs/PRSUs count; options and unvested awards do not). Hedging and pledging prohibited .
Performance Compensation
ServiceNow’s executive incentive program (applicable to NEOs; indicative of the framework used for senior executives):
- Annual Cash Incentive metrics and results (FY2024): NNACV 70% weighting; Non‑GAAP Operating Margin 30%. NNACV Target $2,146m; funding hurdle at ≥85% of target. Achievement yielded total funding 99.3% of target; non-financial goals could reduce payouts up to 25%, but Committee applied no reduction .
- Long‑Term Incentive Plan (2024 transition): 60% PRSUs / 40% RSUs; PRSU performance period extended to 3 years (with transitional 2‑year + 3‑year tranches); PRSUs metric is Non‑GAAP Subscription Revenues with a 20% rTSR modifier vs S&P 500; PRSUs vest via 3‑year cliff (transitional 1/3 after 2 years, 2/3 after 3 years); RSUs vest over 3 years (back‑loaded) .
| Metric | Weighting | Target | Actual | Payout | Vesting |
|---|---|---|---|---|---|
| NNACV | 70% | $2,146m | 99.0% of target | 99.3% total plan funding | Annual cash (pays post-year) |
| Non‑GAAP Operating Margin | 30% | 28%–30% | 100% achievement | Included in 99.3% | Annual cash |
| Non‑GAAP Subscription Revenues (PRSUs) | 100% | Pre-set for final year(s) | In progress | Earned post performance period | 3‑year cliff; rTSR ±20% modifier |
Equity Ownership & Alignment
- Stock ownership guidelines for executives: 3x salary; hedging/pledging prohibited; clawback policy for restatements and fraud/misconduct .
- Insider activity (2025):
- Aug 20, 2025: Sold 1,452.424 shares at $895.055; post‑transaction beneficially owned 456.576 shares (direct) .
- Nov 7 & Nov 12, 2025: RSU settlements and tax-withholding share relinquishments; vesting schedules 1/12th quarterly beginning May 15, 2025 and Aug 15, 2025 .
| Ownership Snapshot | Shares | Source |
|---|---|---|
| Beneficially owned post-sale (Aug 20, 2025) | 456.576 | [SEC Form 4] |
| Shares outstanding (Record Date Nov 10, 2025) | 207,481,507 | |
| Ownership as % of outstanding | ~0.00022% | Derived from above |
| RSU Vesting Schedules | Start | Structure | Source |
|---|---|---|---|
| Grant A | May 15, 2025 | Vests 1/12th quarterly | |
| Grant B | Aug 15, 2025 | Vests 1/12th quarterly |
No pledging/hedging permitted under policy . Ownership guideline compliance status for Mr. Fipps specifically is not disclosed.
Employment Terms
- Executive Severance Policy (effective Jan 1, 2025; applies to eligible executive leadership team):
- Qualifying Termination not in connection with Change-in-Control (CIC): lump sum equal to current annual base salary; Actual Bonus for current year (paid on regular bonus schedule); 12 months COBRA; pro‑rata PRSUs based on actual performance .
- Qualifying Termination in connection with CIC (double trigger; 3 months before to 12 months after): lump sum 1.5×(base salary + target bonus); 18 months COBRA; immediate vesting of 100% unvested RSUs; immediate vesting of 100% unvested PRSUs based on actual performance .
- Clawback and alignment safeguards: NYSE-compliant clawback and misconduct clawback; prohibition on hedging/pledging; multi‑year vesting .
Company Performance Context (for pay-for-performance analysis)
| Metric | FY 2022 | FY 2023 | FY 2024 |
|---|---|---|---|
| Revenues ($) | 7,245,000,000 | 8,971,000,000 | 10,984,000,000 |
| EBITDA ($) | 812,000,000* | 1,362,000,000* | 1,961,000,000* |
- Values retrieved from S&P Global.
Execution Track Record and Operating Signals
- Go-to-market and coverage: Rationalization into suite-level selling, enablement via ServiceNow University; AI-driven field efficiency (42% reduction in sales call prep time); emphasis on commercial/mid‑market expansion under his leadership .
- Customer operations and AI: Leads Now Next AI “Black Belt” initiative to accelerate adoption and consumption with 30/60/90-day agile sprints and orchestration of AI agents across silos to last‑mile fulfillment .
- Management commentary highlights Mr. Fipps as “field general” with strong execution pedigree .
Investment Implications
- Pay-for-performance alignment: Executive incentives emphasize growth (NNACV) and profitability (operating margin), with disciplined LTIP design (3‑year PRSUs, rTSR modifier) and clawback/anti‑hedging/anti‑pledging safeguards—supportive for long-term alignment and retention .
- Vesting and potential selling pressure: RSUs vesting quarterly (1/12th) from May and Aug 2025 create periodic tax withholding; notable discretionary sale of ~1,452 shares in Aug 2025 left a small residual stake—watch for additional Form 4s around vest dates for incremental supply .
- Retention and CIC economics: Double-trigger CIC with 1.5× salary+bonus and full acceleration at actual performance strengthens retention but limits single-trigger windfalls; pro‑rata PRSU treatment outside CIC reduces abrupt exits risk .
- Operating execution tailwinds: Q1 2025 beats across topline and cRPO and continued brand/AI momentum provide constructive backdrop for customer operations expansion under his remit .
Note: Specific individual compensation figures for Paul Fipps (base salary, target bonus, grant sizes) are not disclosed; analysis leverages disclosed company-wide executive program terms and Form 4 activity.