Associate Customer Success Manager

ServiceNow; Montreal; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A global technology company in Montreal is seeking an Associate Customer Success Manager to drive customer interactions, manage a portfolio, and ensure successful outcomes for clients. Candidates should have 3+ years of customer-facing experience, strong leadership skills, and proficiency in French. This role requires two days in the office and offers opportunities for professional development.

Benefits

Continuous learning opportunities

Hybrid work flexibility

Qualifications

• 3+ years of related work experience in customer-facing roles.
• Proven ability to collaborate effectively with cross-functional teams.
• Strong leadership and prioritization skills.

Responsibilities

• Oversee a large customer portfolio and ensure execution of structured deliverables.
• Drive recommendations and next steps based on Customer goals.
• Conduct effective customer interactions including check-ins and reviews.

Skills

Customer-facing experience

French language proficiency

Leadership

Data analysis

Collaboration

Tools

ServiceNow

Job description

Role Overview

The Associate Customer Success Manager (CSM) is the primary point of contact / orchestration lead for all matters related to Impact features and benefits (depending on the customer’s Impact package). They drive customer interactions and ensure that the Impact Team meets the timelines and deliverables outlined in the Customer Impact Plan, which defines the key initiatives to help the customer achieve their agreed-upon business outcomes. The Associate CSM owns the Customer Impact Plan, oversees delivery of Impact packages and drives customer action through an understanding of adoption metrics and alignment to customer KPIs and business goals. They are also responsible for managing critical risks and mitigation strategies, conducting periodic Customer Business reviews with the customer to provide updates, refine the Impact Plan and report on adoption. Ultimately, CSMs aim to ensure customers achieve their desired outcomes and foster a strong relationship to enhance customer satisfaction and retention.

Key Responsibilities

• Oversee a large customer portfolio and ensure execution of structured deliverables; moving them along their Success Path by linking customer’s business objectives, capabilities and success metrics.
• Ensure onboarding completion via CS Guide team, and focus on success planning through predefined process, ensuring a smooth transition for new customers.
• Drive recommendations and next steps based on Customer goals across ServiceNow’s success offering.
• Effectively identify internal teams to help drive ultimate customer success, such as with Sales, Product and Support teams to resolve issues and mitigate risks.
• Evaluate customer maturity level, and any existing blockers to their adoption, addressing roadblocks with customers and giving appropriate recommendations to improve adoption and business value.
• Conduct effective customer interactions including: i) Kick off calls to review deliverables, timelines and expected outcomes, ii) Check-ins to ensure platform usage aligns with best practice and lead period reviews to track success metrics alongside Customer Impact Plan (CIP).
• Support high level customer advocacy by promoting success stories and use cases.

Qualifications

• 3+ years of related work experience in customer-facing roles such as customer success, account management, strategic consulting, technical support, or project management.
• French language proficiency is a must.
• Strong leadership, prioritization, and the ability to perform under pressure.
• Ability to communicate, present and influence credibly and effectively at all levels of the organization.
• Ability to leverage data and analytics to make informed decisions and provide recommendations that drive achievement of customer business objectives.
• Proven ability to collaborate effectively with cross-functional teams.
• Committed to continuous learning, ongoing professional development, and staying abreast of industry trends and emerging technologies.
• ServiceNow experience and/or certifications is a plus.
• This role requires you to be in the office two days a week.

Work Information and Compliance

• Work Personas: We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories assigned to ServiceNow employees depending on the nature of their work and their assigned work location. For more information, learn more here. ServiceNow may determine eligibility by measuring the distance between your residence and the nearest ServiceNow office via a third-party service.
• Equal Opportunity Employer: ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. Applicants with arrest or conviction records will be considered in accordance with legal requirements.
• Accommodations: We strive to create an accessible and inclusive candidate experience. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [e-mail] for assistance.
• Export Control Regulations: For positions requiring access to controlled technology, ServiceNow may be required to obtain export control approval from government authorities. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant authorities.

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Note: This description preserves the original job information and responsibilities, translated portions are kept in English and French where presented, and nonessential boilerplate has been removed or reformatted to meet the stated formatting rules.