ServiceNow

Customer Success Manager - French

ServiceNow • $90K — $110K *
Montreal, QC H1A 0A1In-Person
Enterprise Technology
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5+ years of experience in customer success or technical account management in complex, high-value accounts.
  • Expert-level capability with AI tools, able to operate and override the full internal agent stack fluently.
  • Strong business acumen, translating commercial context into actionable ServiceNow roadmaps without supervision.
  • Proven ability to engage senior-level stakeholders, including Directors and VPs, on complex issues.
  • Familiarity with ServiceNow architecture and AI governance, with skills to diagnose issues independently.
  • Experience mentoring junior CSMs and contributing to practice development.
  • Outstanding communication skills for leading high-stakes customer conversations.

Responsibilities

  • Own consumption and adoption outcomes for a smaller portfolio of high-ACV, complex customers; demonstrate expert business insights to drive value.
  • Utilize the productivity agent stack fluently; override incorrect outputs and effectively communicate with senior stakeholders.
  • Lead Customer Business Reviews at the Director level and engage with VPs on strategic issues.
  • Make sound decisions in ambiguous situations where AI risks are flagged, independently and confidently.
  • Tailor Customer Impact Plans for accounts; manage risk mitigation and escalation on complex engagements.
  • Diagnose adoption blockers and escalate technical issues with full context to relevant teams.
  • Prepare for impact renewals in collaboration with account management teams, aligning discussions with customer goals.

Benefits

  • Opportunity to shape CSM practices and contribute to playbook development.
  • Mentorship roles available to guide junior CSMs on best practices and development.
  • Access to continuous skill development in advanced AI tools and customer engagement strategies.
  • Flexible work environment with a minimum of two days in the office, promoting work-life balance.
Full Job Description
Job Description

The Experienced Customer Success Manager (CSM) is the senior practitioner level in the CSM job family. You will own consumption and adoption outcomes across a smaller portfolio of higher-ACV, more complex customers, operating with expert autonomy across the competencies and engaging credibly at senior Director and VP level when the situation demands.

You set the play under ambiguity. You recognize when to escalate and when to decide. You utilize the full internal agent stack with expert fluency, lead more tailored Customer Impact Plan engagements with your accounts, and translate commercial context into ServiceNow roadmap recommendations without supervision.

Beyond your portfolio, you shape how the CSM practice runs locally. You contribute to playbook development. You mentor IC1 and IC2 CSMs. You translate patterns from your accounts into actionable feedback that improves the agent stack and the team's ways of working.

This role is illustratively aligned to a smaller portfolio of higher-complexity customers with larger annual contract value - final portfolio sizing and ACV thresholds are subject to final design.

Key Responsibilities
  • Own consumption and adoption outcomes across a smaller portfolio of higher-ACV, more complex customers; deploy expert business acumen and stakeholder presence to drive real, measurable value per account.
  • Utilize the internal productivity agent stack with expert fluency - recognize where agents are wrong, override with confidence, and explain agent outputs to senior customer stakeholders.
  • Lead Customer Business Reviews at Director and senior Director level; engage VPs on complex strategic issues and reframe problems for senior business stakeholders.
  • Set the play under ambiguity - make the right call in complex situations where AI has flagged risk and a human decision is required, without supervision.
  • Own a more tailored Customer Impact Plan for your accounts; drive risk mitigation planning and escalation strategy on higher-complexity engagements.
  • Diagnose adoption blockers at configuration, workflow, and architecture level; escalate complex technical issues to relevant stakeholders with full context already assembled.
  • Lead Impact renewal preparation in collaboration with the AE and Renewal Account Manager; drive strategic renewal conversations aligned to customer objectives.
  • Shape the CSM practice locally - contribute to playbooks, enablement content, and peer review mechanisms within the team; mentor IC1 and IC2 CSMs on advisory craft, AI fluency, and value storytelling.
  • Translate patterns from customer deployments into structured internal feedback that improves the agent stack and the team's ways of working.
  • Identify and nurture renewal and expansion opportunities across more complex accounts; engage customers to align new solutions with evolving business goals.


Qualifications

To be successful in this role you have:
  • 5+ years of related experience in customer success, strategic advisory, consulting, technical account management, or SaaS - with a proven track record of autonomous delivery at scale or in higher-complexity accounts.
  • Expert-level capability with AI tools and agents - fluent operation of the full internal agent stack, with the judgment to override agent outputs and the confidence to explain them to senior customer stakeholders.
  • Expert business acumen across multiple industries - translates commercial context into a ServiceNow best-practice roadmap without supervision; speaks the language of the customer.
  • Presence and credibility at senior Director level routinely, with the ability to engage VPs on complex issues; comfortable leading uncomfortable conversations and reframing problems for senior business stakeholders.
  • Command-and-control instincts - leads cross-functional orchestration of ServiceNow and customer stakeholders under pressure; trusted voice inside the customer's leadership team on AI strategy and platform direction.
  • Deep familiarity with ServiceNow platform architecture, AI governance, Control Tower activation, and integration strategy; able to diagnose adoption stalls without escalating routinely.
  • Demonstrated mentoring capability - develops IC1 and IC2 CSMs through structured coaching and informal craft transfer.
  • Proven track record of shaping practice locally - playbook contribution, enablement content development, or equivalent practice-building work in a customer success or consulting context.
  • Outstanding communication and presentation skills, including the ability to lead high-stakes customer conversations and represent ServiceNow at senior levels.
  • Growth mindset - ready to drive adoption of new agents as they are released, including any future customer-facing agents that may form part of the operating model.
  • ServiceNow experience and/or certifications strongly preferred; adjacent platform experience (CRM, ITSM, or major enterprise platforms) considered.

Location

Montreal, Quebec - ServiceNow hub location.

Minimum 2 days in-office, with flexibility.

FD21

Additional Information

Work Personas

Nous abordons notre monde du travail distribué avec flexibilité et confiance. Les profils de travail (flexible, à distance ou requis au bureau) sont des catégories attribuées aux employés de ServiceNow en fonction de la nature de leur travail et de leur lieu de travail assigné. Pour en savoir plus, cliquez ici. Pour déterminer l'éligibilité à un profil de travail, ServiceNow peut confirmer la distance entre votre résidence principale et le bureau ServiceNow le plus proche à l'aide d'un service tiers.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

About ServiceNow

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations in North America, Europe, the Middle East, Africa, the Asia Pacific, and other countries. The company offers service management solutions, including incident, problem, change, request, and cost management as well as service catalogs; and IT, HR, facilities, and field service management solutions. It also provides IT operations management solutions covering service mapping, delivery, and assurance solutions; business management solutions such as financial management, project portfolio suite, vendor performance management, and performance analytics as well as governance, risk, and compliance; and application development services.

ServiceNow Careers

Join the dynamic team at ServiceNow, a global leader in digital workflow solutions, where innovation and leadership converge to shape the future of work. At ServiceNow, we offer more than just job opportunities; we provide a platform for professional growth and a chance to be part of a culture that values diversity, creativity, and continuous learning.

Work You’ll Do

Embark on a career journey with ServiceNow and contribute to the world’s leading enterprises' digital transformation. Our team is at the forefront of developing cutting-edge technologies that improve how people work. With ServiceNow, you will use your skills to impact businesses and industries profoundly, driving efficiency and innovation.

Join Our Market-Leading Team

ServiceNow is not just another technology company. We are a team that thrives on diversity and leadership, fostering an inclusive environment that promotes growth and development. Our commitment to diversity training ensures that every team member can achieve their potential.

Innovative Work

ServiceNow is home to more than 10,000 dedicated professionals who lead the charge in digital workflows and enterprise solutions. As part of our team, you will engage in projects that merge technology with practical applications, creating revolutionary products that advance how services are delivered and managed.

Career Development

At ServiceNow, your career trajectory is filled with boundless opportunities. We support your growth with robust training programs, leadership development courses, and access to global challenges. Whether you are looking for an internship, full-time position, or leadership role, ServiceNow equips you with the tools to excel.

Be Part of a Great Team

Working at ServiceNow means being part of a community that values teamwork and innovation. Our collaborative environment encourages networking and sharing ideas, making our workplace vibrant and dynamic. The benefits of joining ServiceNow extend beyond comprehensive health and wellness; they include fostering professional connections and friendships that last a lifetime.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional or a recent graduate, ServiceNow offers a range of employment options to suit your career goals. From internships that provide real-world experience to full-time positions that challenge you to leverage your expertise, we are committed to hiring the best talent.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At ServiceNow, we look for passionate, curious, and solution-driven team players. Explore the possibilities that await you at a company that is committed to your professional success.

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ServiceNow Careers

Empowering professionals to achieve more, ServiceNow is where careers are future-proofed, and ambitions are realized. Join us in our journey of growth and innovation.
Learn more about ServiceNow
Size
16,881 employees
Market Cap
$76.5 billion
Industry
Information Technology
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ
NOW
* Ladders Estimates

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